Leading Learning – Your Customer’s Journey
The customer journey describes the interactions people have with a company over time. All channels used by a company, including telephone, digital, in-house, mail, broadcast, and so on, affect the customers’ journey. The customer journey also concerns itself with what people do, experience, expect, how they feel about interactions, and their results. In this course, employees will learn how to map the customer journey through the customer experience framework and understand how doing so will improve your customer interactions.
- Definition of the customer journey
- Customer advocacy
- Customer experience framework
- Improved customer interactions