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Customer Experience Excellence
Introduction and Course Overview
Course Overview and Objectives (5:07)
Download the Workbook (3 min)
Activity: What's Your Experience (15 min)
A Customer Service Mindset
A Customer Service Mindset (6:10)
Activity: Customer Experience Mindset (15 mins)
Who Are Your Customers?
Who Are Your Customers (4:14)
Activity: Creating a Customer Persona (15 min)
Mapping Your Customers' Journey
Mapping Your Customers' Journey (7:26)
Activity: Mapping Your Customers' Journey (20 min)
Customer Feedback
Getting Feedback (4:59)
Activity: Ask for Feedback, Right Now! (15 min)
Interview with Erica Roberts: The Feedback Loop (7:33)
Conclusion
Conclusion (3:40)
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Conclusion
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