Learn to Create Amazing Customer Experience Blueprints
3.7 (96 ratings)
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Learn to Create Amazing Customer Experience Blueprints

Become the Most Important Customer Strategist in your Company!
3.7 (96 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
11,587 students enrolled
Created by Janne Ohtonen
Last updated 5/2014
English
Price: Free
Includes:
  • 1 hour on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Creating the Best Customer Experience Blueprint
  • Use Customer Persona's to Excite Employees About Customers
  • Understanding the Effect of Customer Wants, Needs and Expectations
  • Benefit From Outcome-Based Customer Segmenting
  • Leverage Customer Emotions for Maximum Customer Experience
  • Involve Customers! Let Them Know Your Strategy. Are You on the Right Path?
View Curriculum
Requirements
  • Interest in making more money through improving customer experiences
  • Access to Udemy free courses
  • Your own business or to be a business leader in some company
  • If you don't have customers or you don't care about them, this course is not for you.
  • You like to learn new things in a practical way and put the new things you learn into practical use
  • You believe that customer experience is a significant contributor to business success
  • The full version of the course is available at https://www.udemy.com/customer-experience-management-blueprint/
Description

Start creating a Customer Experience Blueprint today so you can start making the money you deserve!

Our professional and very experienced Customer Experience Consultants know how important it is for you to find the best Customer Experience Blueprint Online Coaching Program available. That’s why we’re happy to be able to provide you with the absolute best selection of unique Customer Satisfaction Training services, as well as new tools that will allow for Continuous Improvement.

Excellent Customer Service is The Key to Win!

What you will get in this course is 7 lessons that give you practical tools on designing amazing customer experiences. The first section will focus on why customer experience blueprint is important for your business and then in the second section we go into details of creating one. You can use the free tools provided as part of the course to start designing your customer experiences. The third section focuses on leveraging customer emotions as part of the experience.

Did you know that typically over half of a customer experience is emotional?

And that is why it is important for you to learn these essential skills on designing customer experiences.

About Customer Experience Blueprint

The fact that business competition is getting more and more fierce these days means that customers now have more choices when it comes to deciding who they want to give their business to. Find out now what you need to do in order to make sure that you’re able to get all the customers you want for your business, and keep them loyal.

What we can tell you is that businesses that are placing a focus on providing a Superior Customer Experience are the ones that are pulling ahead of the rest of the pack. So if you want your business to succeed in today’s highly competitive marketplace, then you’re going to need to have a Customer Experience Blueprint in place.

This free Udemy course will teach you the basics of creating a Customer Experience Blueprint. The full version of this training is available in Udemy at https://www.udemy.com/customer-experience-management-blueprint/

Who is the target audience?
  • Middle management
  • Consultants
  • Experts
  • Business freelancers
  • Contractors
  • Business Leaders
  • Directors
  • Chief Customer Officer CCO
Students Who Viewed This Course Also Viewed
Curriculum For This Course
+
Why Customer Experience Blueprint Matters?
3 Lectures 19:23

Content of the lesson:

* Delivery Gap

* Customer Experience Leaders Have Higher Revenue Growth Rates

* What Others Say Matters!

If you want to download the free tool mentioned in this lecture video, please click here.

THE FULL VERSION OF THIS COURSE IS AVAILABLE AT https://www.udemy.com/customer-experience-management-blueprint/

Why Customer Experience Blueprint Matters for Your Business?
06:01

Quiz questions on the lecture 1 training video.

Lecture 1 Quiz - Why Customer Experience Blueprint Matters?
4 questions

In this lesson we discuss a case example "United Breaks Guitars".

If you want to download the free tool mentioned in this lecture video, please click here.

THE FULL VERSION OF THIS COURSE IS AVAILABLE AT https://www.udemy.com/customer-experience-management-blueprint/

Case Example: United Breaks Guitars
05:17

Quiz questions on the lecture 2 training video related to United Breaks Guitars

Lecture 2 Quiz questions: Case Example - United Breaks Guitars
3 questions

In this lesson we discuss the effect of customer experience on the stock value of a company.

We also discuss the declining company lifetimes.

Case Example: Zappos

What is Customer Experience Blueprint?

If you want to download the free tool mentioned in this lecture video, please click here.

THE FULL VERSION OF THIS COURSE IS AVAILABLE AT https://www.udemy.com/customer-experience-management-blueprint/

What is Customer Experience Blueprint?
08:05

Lecture 3 quiz on the training video
5 questions
+
How to Create a Customer Experience Blueprint?
2 Lectures 16:46

This practical video shows how to use Customer Experience Blueprint to design your customer strategy. We discuss these important questions that will define the customer experiences your business provides:

Who is the target customer?

Where does the customer journey start and end?

What does the customer want?

What are the true needs of the customer?

If you want to download the free tool mentioned in this lecture video, please click here.

THE FULL VERSION OF THIS COURSE IS AVAILABLE AT https://www.udemy.com/customer-experience-management-blueprint/

Applying Customer Experience Blueprint Silver Bullet To Your Business
08:04

Quiz questions on the lecture 4 - Customer Experience Blueprint - Silver Bullet

Quiz on the Customer Experience Blueprint Silver Bullet
4 questions

What else you can include in the Customer Experience Blueprint?

Case example: Breakdown service of the future

If you want to download the free tool mentioned in this lecture video, please click here.

THE FULL VERSION OF THIS COURSE IS AVAILABLE AT https://www.udemy.com/customer-experience-management-blueprint/

Case example: Car Service of the Future
08:42

Quiz questions on the lecture 5 video on the car service of the future case
3 questions
+
Leverage customer emotions for maximum customer experience blueprint
2 Lectures 10:35

Why customer emotions matter for your business?

How to include customer emotions and attitudes as part of a customer strategy?

What are the important questions related to customer emotions?

If you want to download the free tool mentioned in this lecture video, please click here.

THE FULL VERSION OF THIS COURSE IS AVAILABLE AT https://www.udemy.com/customer-experience-management-blueprint/

Why customer emotions matter for your business?
06:10

Quiz on the lecture 6 training video
5 questions

How can you identify customer attitudes?

How can you identify customer emotions (both positive and negative)?

What emotional needs your customers have?

If you want to download the free tool mentioned in this lecture video, please click here.

THE FULL VERSION OF THIS COURSE IS AVAILABLE AT https://www.udemy.com/customer-experience-management-blueprint/

How to identify customer emotions and attitudes?
04:25

Quiz questions on identifying customer emotions and attitudes
5 questions
About the Instructor
Janne Ohtonen
3.4 Average rating
158 Reviews
15,567 Students
3 Courses
Customer Experience Trainer, Coach, Mentor and Consultant

Hi!

I'm Janne Ohtonen and I work as a training expert on customer-centric business process management and customer experience. I aim to give you the best possible online training here in Udemy with 100% money back guarantee.

Highly trained teacher

I am a certified expert, who has tens of certifications (for example Certified Process Master, Certified Coach, Prince2, etc.). I have a Master's degree on information systems and soon a doctorate on business process and customer experience management. I have been over 25 years a student myself, so I understand your needs for learning well.

Experienced Coach

I coach companies and C-level people around the world. I teach thousands of C-level people on customer experience every year. On top of this, I consult world's leading experts on customer experiences and business process management. My clients have been for example: Apple, Aviva, Bristol Myers Squibb, Chep, DST Systems, Fiat, Fidelity, Hymans Robertson, Intarcia, Sita, ING, Metro Bank, UK Broadband, BT Business, TeliaSonera, etc.

Results my clients have received

My clients have received impressive results. I have helped a telecommunications company to save over $1million in costs, retail company to increase their profit 600k and world-class enterprises to improve their customer loyalty by double digits. And all this has happened within months since starting. I will teach you these secrets in the Udemy courses I offer here.

How I can add value to you?

My experience and education is suitable for helping companies from any industry to learn more about customer experiences and business processes. I do training, mentoring, consulting and coaching. Please, contact me for more information. And join my courses here on Udemy today! You'll love 'em!