Inhalt: Do you know how your customers feel about your brand? Providing an excellent customer experience requires thoughtfulness, tact, and the willingness to look at every interaction from the customer's point of view. In this course, explore the typical customer journey, and discover how to add value and provide exceptional customer service through each phase of this journey. Customer experience expert Jeannie Walters shows how to create a customer journey map to help you identify touchpoints and processes that need improvement. Plus, she shares tips and strategies for setting the right expectations with marketing, signage, and in-store experience; building trust before the sale; retooling your sales process to thank and celebrate your customers; and more. Umfang: 00:46:15.00
Inhalt: Do you know how your customers perceive their complete experience with your company, from first encounter through purchase experience and beyond? Providing an excellent customer experience requires thoughtfulness, tact, and the willingness to look at every interaction from the customer's point of view. In this course, customer experience expert Jeannie Walters walks you through creating a positive customer experience. Jeannie explains how to understand your customer's end-to-end experience, or customer journey, and goes over the steps to build an effective customer experience strategy. Jeannie offers steps you can take to create and maintain a customer-centric culture-from creating a customer experience mission statement to getting executive buy-in and purposefully using tools like Net Promoter Score (NPS) to measure customer feedback. She concludes with advice on understanding customer expectations and key moments you can optimize in the customer journey. Umfang: 00:57:10
Inhalt: If you strive for a customer-centric culture, you have to understand the customer's journey-every step of the way. Customer journey mapping is a powerful way to find pain points and opportunities in your customer experience. This course gives organizations a resource to plan their entire customer service program, and create maps that reflect each of the customer's touchpoints with your company. Certified Customer Experience Professional (CCXP) Jeannie Walters shows how to set up a customer journey mapping program for success, introduces tools and techniques to execute the journey mapping process, and explains how to go deeper to test your understanding and take action. Umfang: 00:50:20.00
Inhalt: Creating a seamless customer experience is no accident. It takes planning and creativity. Service blueprinting is how the best organizations keep their customers coming back. Blueprinting helps you plan the customer's journey and the employees, processes, and activities to support that journey. This course covers the steps to creating a blueprint for exceptional customer service. Jeannie Walters describes how to gather feedback and data, map customer and employee actions, and hold a workshop session to find solutions to pain points and validate your findings. Jeannie also explains how to make your blueprint accessible, so that employees can implement it. The course includes examples and templates to help you blueprint as you go, and tips to connect the dots between what the customer sees and what goes on behind the scenes. Umfang: 00:32:39.00
Inhalt: Customer journey maps can be a powerful tool for businesses, offering a clear view into the customer''s true experience with a brand, service, or product. In this practical sequel to the introductory course, instructor Jeannie Walters walks through creating an actual customer journey map from start to finish. Jeannie covers each step, including setting goals, gathering data, facilitating a journey mapping workshop, interviewing customers to validate the map, and more. Along the way, she offers plenty of tips and techniques to help focus the process and move your team toward an actionable goal. The course wraps up with ideas for presenting and sharing the completed map, leveraging the findings, and other ways to use this important tool. Umfang: 00:47:11.00
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letztes Datenbankupdate: 08.05.2024, 18:40 Uhr. 912 Zugriffe im Mai 2024. Insgesamt 511.142 Zugriffe seit Januar 2009
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