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Customer | How to Map Out the Customer Journey

What are the critical points in the customer journey, and how can you make sure their experience is a positive one?
Instructor:
Learoy Tonight
2,022 students enrolled
English [Auto]
Place your customer at the front of your business
Recognise actions that can damage a customer centric culture
Develop a customer centric service strategy
Prevent potential customer pain points
Create an environment that enables customer retention

There is no question about the impact great customer service has on an organisation. How to map out the customer journey will give you the tools to make a connection and build a relationship with your customer base. Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour.

If you want to provide an amazing customer experience, you need to understand the journey of your customer. What are the critical points in their journey, and how can you make sure their experience at these points is a positive one? Mapping out the customer journey will give you insight into their experience. It also helps to establish key areas of focus and encourages a better sense of direction for your customer strategy.

Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you’re trying to create.

Learoy Tonight is a fresh business with interesting and modern ideas about education. Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We’re excited about education and want to give you the opportunity to be the best you can be.

Each course will take you approximately 30 to 45 minutes to complete and will cover all of the components required to map out your customer’s journey. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations.

This course is a small section of Customer – At Your Service. If you would like to really challenge yourself, join us for the entire journey.

What are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.

Welcome to How to Map out the Customer Journey

1
Welcome to How to Map out the Customer Journey

What’s it all about?

Customer Journey Map

1
Mapping Out the Journey

A customer’s journey with you starts before they even walk in the door, and ends long after they leave. Take a look at how you can map out your customer’s journey.

2
Building a Customer Journey Map

Let’s take a look at how you can actually build a customer journey map.

Customer Service and Experience

1
Customer Service Issues

So, you’ve identified certain customer service issues. What do you do about them? How do you get it sorted? You need a plan.

For more information, watch Jeff Tobe speaking on ‘Customer Touchpoints’ via the link under external resources.

2
Defining Critical Team Roles

Here we discuss how you might define which roles are critical, to the delivery of your customer experience.

3
Customer Experience Strategy

Let’s consider how to build a customer experience strategy based on the ideas from an article by Denise Lee Yohn.

References and Further Reading - Yohn D 2015 ‘7 Steps to Deliver Better Customer Experiences’ 3 February 2015, hbr.org, (see external resources)

4
7 Steps to Deliver Better Customer Experiences

For more information on the previous lecture, take a look at the full article '7Steps to Deliver Better Customer Experiences' by Denise Lee Yohn.


References and Further Reading - Yohn D 2015 ‘7 Steps to Deliver Better Customer Experiences’ 3 February 2015, hbr.org, (see external resources)

5
A Quote from Denise Lee Yohn

Here is a quote from Denise Lee Yohn for you to download and takeaway.

6
Apple’s Five Steps of Service

If there’s one company that gets it right when it comes to a compelling customer experience, it’s Apple. Let’s look at Apple’s ‘Five Steps of Service’ to help us understand strategies for success.

Once you have finished this lecture, check out the downloadable resources and test your knowledge with a Q&A on Apple.

References and Further Reading - Gallo, C n.d. ‘The Apple Experience: Secrets to Insanely Great Customer Loyalty’, webinar on zendesk.com, viewed 8 May 2015 (see external resources)

7
Explore More

Take a look at the external resources for an article from Forbes which describes 20 of Apple’s touch points that help them outclass many of their competitors.

Congratulations! You now know how to Map out the Customer Journey

1
How to Map out the Customer Journey

Where to from here?

You can view and review the lecture materials indefinitely, like an on-demand channel.
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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Customer | How to Map Out the Customer Journey
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