Customer | How to Map out the Customer Journey


Customer | How to Map out the Customer Journey

A$25per person
A$25per person

What are the critical points in the customer journey, and how can you make sure their experience is a positive one?

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.

Section 1 – Welcome to How to Map out the Customer Journey

What’s it all about?

Lecture 1 – Welcome to How to Set Yourself up for successvideo
Section 2 – Customer Journey Map

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.

Lecture 3 – Building a Customer Journey Mapvideo
Lecture 2 – Mapping Out the Journeyvideo
Section 3 – Customer Service and Experience

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

Lecture 9 – Apple’s Five Steps of Servicevideo
Lecture 10 – Explore Moredocument
Lecture 4 – Customer Service Issuesvideo
Lecture 5 – Defining Critical Team Rolesvideo
Lecture 6 – Customer Experience Strategyvideo
Lecture 7 – 7 Steps to Deliver Better Customer Experiencesdocument
Lecture 8 – A Quote from Denise Lee Yohndocument
Lecture 9 – Apple Q&Adocument
Section 4 – Congratulations! You now know how to Map out the Customer Journey

Where to from here?

Lecture 11 – How to Map out the Customer Journeyvideo
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