Understanding Your Customer’s Journey (openSAP)

Understanding Your Customer’s Journey by openSAP course will provide you with a toolkit of techniques to better understand your customer’s journey, from awareness through advocacy. Jeannie Walters, CEO, and Founder of Experience Investigators, will explain how to explore what customers are doing, thinking, and feeling throughout their experiences with your brand. These understandings are then turned into actions that improve the customer experience and your business outcomes.

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Description

Customers have more control over the ways they interact with your business than ever before. They can choose how and when they communicate, and they want to be recognized with personalized experiences. Your process maps and workflows are focused on the inside of the organization. It takes a different view to understand your customer’s journey. Once you understand their journey, you’re ready to deliver better customer experiences, which lead to better business results like long-term loyalty, higher revenue, and decreased service costs.

This course will provide you with a toolkit of techniques to better understand your customer’s journey, from awareness through advocacy. Jeannie Walters, CEO and Founder of Experience Investigators, will explain how to explore what customers are doing, thinking, and feeling throughout their experiences with your brand. These understandings are then turned into actions that improve the customer experience and your business outcomes.

In this course, you’ll learn what it takes to understand your customers to deliver more than they expect.

Course Characteristics

  • Starting from: June 02, 2021, 09:00 UTC.
  • Duration: The course is open for 4 weeks
  • Effort: 2-3 hours in total
  • Course assignment: You can take the course assignment at any time whilst the course is open.
  • Course closure: July 01, 2021, 9:00 UTC
  • Course language: English
  • How is an openSAP course structured?

Course Content

  • Section 1: The Power of Customer Understanding
  • Section 2: Your Customer’s Journey Isn’t What You Think
  • Section 3: Listening to the Voice of the Customer (VoC)
  • Section 4: Moving from Intentions to Action

Target Audience

  • Anyone interested in the topics of customer experience and customer journeys

Course Requirements

  • None

Course contents

  • Section 1:

    The Power of Customer Understanding

  • Section 2:

    Your Customer’s Journey Isn’t What You Think

  • Section 3:

    Listening to the Voice of the Customer (VoC)

  • Section 4:

    Moving from Intentions to Action

  • I Like, I Wish:

    We Love Your Feedback … And Want More

  • Course Assignment:

    Good Luck!

Additional information

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Understanding Your Customer’s Journey openSAP
Understanding Your Customer’s Journey (openSAP)