Overview
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Discover how to turn customers into enthusiastic fans. Learn how to add value and provide an exceptional customer experience through each phase of the customer journey.
Syllabus
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Introduction
- Improving customer experience (CX)
- What is customer experience?
- The customer journey
- Creating a customer experience success statement
- Customer experience takes discipline
- Phases of the customer journey
- Listening to customers
- Closing the loop with customers
- Envisioning the ideal customer experience
- Understanding how internal systems impact customer experience
- Defining customer experience roles and responsibilities
- Creating a customer experience mission statement
- Inviting customers into your organization
- Measuring customer experience success
- Understanding customer expectations
- Key points in the customer journey
- Taking steps to become a customer-centric organization
