Mapping Customer Journeys & Dealing With Customer Complaints
The customer experience is 70% of the buying decision, so providing a great customer experience is a critical factor for succeeding in business.
This concise two part course explains:
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What customer experience means
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The 6 key elements of a great customer experience
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Common mistakes businesses make
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How to apply each element in business for fast, profitable, sustainable growth
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How to deal with customer complaints
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How to turn customer complainers into customer advocates
By the end of the course you will:
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Understand what areas of business impact the customer experience
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Know the 6 key elements of a great customer experience
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Understand how you can turn a customer complaint into a win for your business
Who is Nigel Greenwood?
Nigel has spent 30 years creating great customer experiences, is a successful author, presenter and lecturer, but is mostly someone who likes to keep things simple. He says it as it is, knows what customers want and loves making a difference.
Customer Experience: Why and How to Map Customer Journeys
In this opening lecture, Nigel introduces himself and tells us what we are going to be looking at throughout this course.
Before we dive into the 4 stages of the customer journey it is important to prepare properly. This preparation may be different depending on what type and size of business in which you are working.
In this lecture, Nigel tells us how to setup the workshop in which you and your colleagues map the customer journey. It is important to set out the objectives of this process and to invite the relevant people who are involved in the customer journey.
Now that we know how to setup the workshop and who to invite, Nigel describes how to go about actually designing your own customer journey map.
In this lecture, Nigel shows us how to use our newly formed customer journey map to make informed recommendations so that we can improve various elements of our business.
Change can be difficult, but it's critical to success. Now it's time to capitalise on our the hard work we've put into the customer journey map and to really implement changes in our business.
Having covered the key topics of the course, Nigel wraps things up and offers his final thoughts.
Customer Complaints
In this lecture Nigel explains why you should welcome customer complaints and how they can help you make your business better. He also explains the three key reasons why customers do complain:
1 - Price
2 - Product
3 - Service
In this lecture Nigel explains how to handle complaints properly and how to turn a complainer into an advocate.
In this lecture explains how you can use the customer's complaints and the four key questions you need to ask the customer:
What do we do well?
What can we do better?
What else could we do?
How do you feel at this moment about doing business with us?
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