Course Overview and Objectives

Wouldn't it be great if your customers walked away from their experience with you and your organization feeling the same way? They can, but it’s going to take care, attention and sustained effort.

And, while you have to have a great product or service as the foundation, and great customer service to deliver it, it’s about much more than that. It’s about their entire “customer experience”.

While the terms “customer service” and “customer experience” are often used interchangeably, they’re not the same thing, but they are related.

There are four points, we're going to emphasize in this course:

  • A Customer Experience Mindset: First we’ll expand on what it means to have a customer experience mindset not just as an individual but as an entire organization.
  • Identify Your Customers - both internal and external
  • Map Their Journey: Next, we'll look at a simple framework for mapping your Customers' Journey
  • Assess How You’re Doing: identify what’s going well and where there are opportunities for improvement.

Watch the video below and then click "Complete and Continue" above to move on to the next section of the course.

Complete and Continue