Udemy
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
Development
Web Development Data Science Mobile Development Programming Languages Game Development Database Design & Development Software Testing Software Engineering Development Tools No-Code Development
Business
Entrepreneurship Communications Management Sales Business Strategy Operations Project Management Business Law Business Analytics & Intelligence Human Resources Industry E-Commerce Media Real Estate Other Business
Finance & Accounting
Accounting & Bookkeeping Compliance Cryptocurrency & Blockchain Economics Finance Finance Cert & Exam Prep Financial Modeling & Analysis Investing & Trading Money Management Tools Taxes Other Finance & Accounting
IT & Software
IT Certification Network & Security Hardware Operating Systems Other IT & Software
Office Productivity
Microsoft Apple Google SAP Oracle Other Office Productivity
Personal Development
Personal Transformation Personal Productivity Leadership Career Development Parenting & Relationships Happiness Esoteric Practices Religion & Spirituality Personal Brand Building Creativity Influence Self Esteem & Confidence Stress Management Memory & Study Skills Motivation Other Personal Development
Design
Web Design Graphic Design & Illustration Design Tools User Experience Design Game Design Design Thinking 3D & Animation Fashion Design Architectural Design Interior Design Other Design
Marketing
Digital Marketing Search Engine Optimization Social Media Marketing Branding Marketing Fundamentals Marketing Analytics & Automation Public Relations Advertising Video & Mobile Marketing Content Marketing Growth Hacking Affiliate Marketing Product Marketing Other Marketing
Lifestyle
Arts & Crafts Beauty & Makeup Esoteric Practices Food & Beverage Gaming Home Improvement Pet Care & Training Travel Other Lifestyle
Photography & Video
Digital Photography Photography Portrait Photography Photography Tools Commercial Photography Video Design Other Photography & Video
Health & Fitness
Fitness General Health Sports Nutrition Yoga Mental Health Dieting Self Defense Safety & First Aid Dance Meditation Other Health & Fitness
Music
Instruments Music Production Music Fundamentals Vocal Music Techniques Music Software Other Music
Teaching & Academics
Engineering Humanities Math Science Online Education Social Science Language Teacher Training Test Prep Other Teaching & Academics
AWS Certification Microsoft Certification AWS Certified Solutions Architect - Associate AWS Certified Cloud Practitioner CompTIA A+ Cisco CCNA Amazon AWS CompTIA Security+ Microsoft AZ-900
Photoshop Graphic Design Adobe Illustrator Drawing Digital Painting InDesign Character Design Canva Figure Drawing
Life Coach Training Neuro-Linguistic Programming Mindfulness Personal Development Meditation Personal Transformation Life Purpose Coaching Neuroscience
Web Development JavaScript React CSS Angular PHP WordPress Node.Js Python
Google Flutter Android Development iOS Development Swift React Native Dart Programming Language Mobile Development Kotlin SwiftUI
Digital Marketing Google Ads (Adwords) Social Media Marketing Google Ads (AdWords) Certification Marketing Strategy Internet Marketing YouTube Marketing Email Marketing Retargeting
SQL Microsoft Power BI Tableau Business Analysis Business Intelligence MySQL Data Analysis Data Modeling Big Data
Business Fundamentals Entrepreneurship Fundamentals Business Strategy Online Business Business Plan Startup Freelancing Blogging Home Business
Unity Game Development Fundamentals Unreal Engine C# 3D Game Development C++ 2D Game Development Unreal Engine Blueprints Blender
30-Day Money-Back Guarantee

This course includes:

  • 39 mins on-demand video
  • 8 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
Business Management Customer Experience Management

Foundation Customer Experience Masterclass

Learn the foundational aspects of customer experience
Rating: 4.2 out of 54.2 (38 ratings)
167 students
Created by Chantel Botha, Johan Botha, Mareli Smit
Last updated 2/2020
English
English [Auto]
30-Day Money-Back Guarantee

What you'll learn

  • Understand what customer experience is
  • Understand what employee experience is
  • Understand the business eco-system and what all the parts are
  • Understand where to start when you want to transform your customer or employee experience

Requirements

  • No requirements. This course is for people that have no prior knowledge of the subject.

Description

This course is an introduction to understanding the customer and employee experience. It is simplistic but powerful in how it defines the concepts that are necessary to build a strong foundation in order to transform the customer and employee experience through service design methods.

After watching this masterclass, I want you to feel more confident and more courageous to take part in conversations about customer and employee experiences. I want you to have the foundational knowledge to know when and where to ask for help and which steps to take to get closer to activating a remarkable experience for your brand.

Help me to make the world a kinder, more understanding and a little simpler place by applying specific service design methods.

Who this course is for:

  • Novices starting a career as a Customer or Employee Experience practitioner

Course content

3 sections • 9 lectures • 39m total length

  • Preview02:09

  • Preview05:20
  • Preview03:15
  • Deconstructing an experience
    02:41
  • The definition of customer experience
    06:46
  • The definition of employee experience
    05:51
  • Your experience essence
    04:16
  • The steps to improving your customer or employee experience
    07:22
  • Test your understanding
    4 questions

  • Parting guidance
    01:20

Instructors

Chantel Botha
Experience Strategist
Chantel Botha
  • 4.2 Instructor Rating
  • 38 Reviews
  • 168 Students
  • 1 Course

I am a brand and business innovator who obsesses over how customers connect with brands. I find meaning in designing engaging customer experiences that creates value for brands and their customers.


I guide brands on how to design their distinctive tone and emotions they want to evoke in spoken, written and digital communication. I help both corporations and people find their purpose. I love solving lots of small problems that make a big difference.


My aim every day is to combine my skills and experience to grow my client's businesses through showing them how to solve problems for their customers.


I hold a degree in business economics and computer science.


I write for various publications and speaks at conferences around the globe. I transforms people through experiential education programmes and personal coaching.

Johan Botha
Photographer | Consumer Anhropologist | Facilitator | Cook
Johan Botha
  • 4.2 Instructor Rating
  • 38 Reviews
  • 168 Students
  • 1 Course

A Brand Wizard and Authenticity Champion, Johan sparks the heartbeat behind customer and employee experience innovation. Specializing in client journeys, community management and Brand Warrior ™ facilitation, Johan focuses on creating a world of trust between clients, customers, brands and people, by designing intuitive interventions and experiences which connect and ignite purpose. With an in-depth understanding of the worlds of photography, digital marketing, and customer experience, Johan has a unique eye for communication and implementation design. He also has a distinctive taste for life, and is an experienced winemaker and cooking workshop host.

Mareli Smit
Experience Architect
Mareli Smit
  • 4.2 Instructor Rating
  • 38 Reviews
  • 168 Students
  • 1 Course

An Experience Architect and Prophet for Purpose, Mareli builds substance and significance into human-to-human, brand-to-customer, and brand-to-employee relationships. Skilled in marketing, corporate communications, coaching, facilitation, and dry humour, Mareli is experienced in designing meaningful customer and employee journeys that inspire, unite, and align both brands and people. With knowledge on both consumer neuroscience and the fundamentals of organization and relationship systems coaching, she helps brands arm themselves with unique tools to transform their internal culture. With a mission to make the world a more honest, open, and passionate place, she is also a life-enthusiast, and rides a motorcycle as well as facilitates Laughter Yoga.

  • Udemy for Business
  • Teach on Udemy
  • Get the app
  • About us
  • Contact us
  • Careers
  • Blog
  • Help and Support
  • Affiliate
  • Terms
  • Privacy policy
  • Cookie settings
  • Sitemap
  • Featured courses
Udemy
© 2021 Udemy, Inc.