What it covers
If customers get in touch with your organisation, they’re doing it to raise an issue: they want to buy, use or change something. Their path to doing this usually leads through a multitude of other interactions, all of which need to be designed and orchestrated.
It’s not just the quality of the product or feature itself that determines how an offering is perceived, but rather the quality of all its associated touchpoints. In order to build better customer experiences, you must first understand what customers experience, step by step, with a product or service. Only then can you come to grips with targeted measures.
Poor design can be the reason for breakdowns in processes, higher call volumes in your call centres, and lower sales. Learn how to optimise existing customer journeys or create high-quality new ones.
This course is for you, if you already know the basics of customer orientation and want to learn how you can influence customer experiences.