4.1 out of 5
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Mapping Customer Journeys & Dealing With Customer Complaints

Increasing Sales Through a Better Understanding of Your Customers
Expert Academy
2,803 students enrolled
English [Auto]
How to map customer journeys
How to increase sales
How to better understand their customers and their journey through the business

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:

  • What customer experience means

  • The 6 key elements of a great customer experience

  • Common mistakes businesses make

  • How to apply each element in business for fast, profitable, sustainable growth

  • How to deal with customer complaints

  • How to turn customer complainers into customer advocates

By the end of the course you will:

  • Understand what areas of business impact the customer experience

  • Know the 6 key elements of a great customer experience

  • 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.

Preparing to Map the Customer Journey

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.

The Customer Journey Mapping Workshop

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.

How to Design Your Customer Journey Map

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.

How to Use the Customer Journey Map to Identify What Changes to Make

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.

Delivering Change

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.

Summary and Final Thoughts

Having covered the key topics of the course, Nigel wraps things up and offers his final thoughts.

Customer Complaints

Why You Should Welcome 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

How You Should Handle Customer Complaints

In this lecture Nigel explains how to handle complaints properly and how to turn a complainer into an advocate.

How You Can Improve Your Business Based On Customer Complaints

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?

You can view and review the lecture materials indefinitely, like an on-demand channel.
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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1 hours on-demand video
Full lifetime access
Access on mobile and TV
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