Udemy
    •  
    •  
    •  
    •  
    •  
    •  
    •  
    •  
Subscribe
Turn what you know into an opportunity and reach millions around the world.
Learn More
Your cart is empty.
Keep shopping
Mapping Customer Journeys & Dealing With Customer Complaints
Rating: 3.9 out of 5(38 ratings)
2,805 students

Mapping Customer Journeys & Dealing With Customer Complaints

Increasing Sales Through a Better Understanding of Your Customers
Created byExpert Academy
Last updated 11/2019
English

What you'll learn

  • How to map customer journeys
  • How to increase sales
  • How to better understand their customers and their journey through the business

Course content

2 sections • 10 lectures • 43m total length

  • Introduction3:14

    In this opening lecture, Nigel introduces himself and tells us what we are going to be looking at throughout this course.

  • Preparing to Map the Customer Journey2:46

    Before we dive into the 4 stages of the customer journey it is important to prepare properly. This preparation may be different depending on what type and size of business in which you are working.

  • The Customer Journey Mapping Workshop4:55

    In this lecture, Nigel tells us how to setup the workshop in which you and your colleagues map the customer journey. It is important to set out the objectives of this process and to invite the relevant people who are involved in the customer journey.

  • How to Design Your Customer Journey Map3:32

    Now that we know how to setup the workshop and who to invite, Nigel describes how to go about actually designing your own customer journey map.

  • How to Use the Customer Journey Map to Identify What Changes to Make4:22

    In this lecture, Nigel shows us how to use our newly formed customer journey map to make informed recommendations so that we can improve various elements of our business.

  • Delivering Change4:34

    Change can be difficult, but it's critical to success. Now it's time to capitalise on our the hard work we've put into the customer journey map and to really implement changes in our business.

  • Summary and Final Thoughts2:55

    Having covered the key topics of the course, Nigel wraps things up and offers his final thoughts.

Requirements

  • A willingness to learn

Description

Customer experience, sometimes abbreviated to CX, is the totality of cognitive, affective, sensory and behavioural consumer responses during all stages of the consumption process including pre-purchase, consumption and post-purchase stages. What is difference between customer service and customer experience? Customer service is just one part of the entire customer journey, while customer experience encompasses all the interactions between your brand and a customer.

The customer experience is 70% of the buying decision, so providing a great customer experience is a critical factor for succeeding in business.

This concise two part course explains:

  • What customer experience means

  • The 6 key elements of a great customer experience

  • Common mistakes businesses make

  • How to apply each element in business for fast, profitable, sustainable growth

  • How to deal with customer complaints

  • How to turn customer complainers into customer advocates

By the end of the course you will:

  • Understand what areas of business impact the customer experience

  • Know the 6 key elements of a great customer experience

  • Understand how you can turn a customer complaint into a win for your business

Who is Nigel Greenwood?

Nigel has spent 30 years creating great customer experiences, is a successful author, presenter and lecturer, but is mostly someone who likes to keep things simple. He says it as it is, knows what customers want and loves making a difference.

Who this course is for:

  • Anyone involved in the customer journey of a business
  • Business owners

Report abuse