Programme Details
Customer Service - Customer Experience, Planning and Execution Course
By Edraak
About the programme
The customer experience is formed by all interactions between the customer and the organization. In our modern age, with the evolution of technology, there are numerous points and channels of interaction. It's no longer sufficient for a customer to receive excellent service in one interaction and then mediocre service in another interaction with the same organization. Therefore, it has become crucial to deeply understand the customer experience and thereby gain a better understanding of customer expectations.
The course 'Customer Experience - Planning and Execution' is aimed at professionals working in fields involving direct customer interactions, who wish to advance in their careers and enhance their capabilities and skills in understanding the customer journey. It's also beneficial for individuals interested in specializing in customer relationship management and related programs.
This course addresses the importance of managing the customer experience and its impact on the organization's success. It begins with studying and analyzing the current customer experience, followed by detailed steps and stages of developing an effective customer experience strategy and design. This includes identifying the customer journey and its key components, mapping out this journey, and creating an empathy map to understand customer aspirations and concerns. Additionally, the course outlines how to create a hypothetical customer persona to further delve into understanding and knowing customers.