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LinkedIn Learning

Creating a Positive Customer Experience

via LinkedIn Learning

Overview

Prepare for a new career with $100 off Coursera Plus
Gear up for jobs in high-demand fields: data analytics, digital marketing, and more.
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

Introduction
  • Improving customer experience (CX)
1. Customer Experience Basics
  • What is customer experience?
  • The customer journey
  • Creating a customer experience success statement
  • Customer experience takes discipline
2. Understanding Your Customer's Journey
  • Phases of the customer journey
  • Listening to customers
  • Closing the loop with customers
3. Building the Right Customer Experience Strategy
  • Envisioning the ideal customer experience
  • Understanding how internal systems impact customer experience
  • Defining customer experience roles and responsibilities
4. Creating a Customer-Centric Culture
  • Creating a customer experience mission statement
  • Inviting customers into your organization
  • Measuring customer experience success
5. Customer Effort and Next Steps
  • Understanding customer expectations
  • Key points in the customer journey
  • Taking steps to become a customer-centric organization

Taught by

Jeannie Walters

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