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LinkedIn Learning

Creating a Positive Customer Experience

via LinkedIn Learning

Overview

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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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4.8 rating at LinkedIn Learning based on 563 ratings

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