“Journey Mapping the Customer Experience” will help you improve your customer service skills through customer experience management.
“Journey Mapping the Customer Experience” will help you improve your customer service skills through customer experience management. A customer’s interaction with a brand is a journey, and this course is designed to help you understand, track, and evaluate that journey. It details the stages in the customer’s journey, also called touchpoints, and will teach you skills essential to ensuring that the customer has the best experience possible. Specifically, you will learn how to analyze and improve your customer service skills, as well as increase customer satisfaction through both quantitative and qualitative analysis.
An important part of customer service is understanding the customer, and by watching this course you will learn more about customer service research that will help you gain product and service insights and improve customer retention and loyalty. Customer service research also helps you evaluate and measure the quality of your customer service. You will be introduced to customer service analytics and key performance indicators like net promoter score and customer satisfaction (CSAT) that will enable you to scientifically evaluate your customer service effectiveness. You can use metrics like customer service scores (CES), average wait time (AWT), first resolution time (FRT), customer churn rate, and more to evaluate the customer’s experience and the customer service they receive. By the end of this course, you will learn skills for providing better customer service as well as how to objectively measure and analyze customer service satisfaction, quality, and performance.
Learning Objectives:
- Provide the customer with a better experience
- Learn how to conduct customer service research
- Learn what touchpoints are and how they affect the customer journey
- Learn ways to collect customer data through CSAT surveys, customer efforts scores, average wait time, and others
- Learn how to measure the customer experience on digital platforms using data and surveys
- Understand key metrics including customer acquisition rate, customer acquisition cost, and customer conversion rate for tracking and evaluating customer service to better attract customers
Skills you’ll gain
Customer AnalysisCustomer AnalyticsCustomer Experience Strategy (CX)Customer Experience ImprovementCustomer Journey MappingUser Journey MappingWhat You'll Learn
- Provide customers with a better experience through customer experience management
- Conduct customer service research using models, methods, and measures
- Identify what touchpoints are and how they affect the customer journey
- Collect customer data through CSAT surveys, customer effort scores, average wait time, and other methods
- Measure the customer experience on digital platforms using data and surveys
- Apply key metrics including customer acquisition rate, customer acquisition cost, and customer conversion rate to track and evaluate customer service
Key Takeaways
- A customer's interaction with a brand is a journey made up of stages called touchpoints that can be understood, tracked, and evaluated.
- Customer service can be analyzed and improved through both quantitative and qualitative analysis.
- Customer service research helps you gain product and service insights and improve customer retention and loyalty.
- Customer service analytics and key performance indicators such as net promoter score and customer satisfaction (CSAT) enable scientific evaluation of customer service effectiveness.
- Metrics like customer effort score (CES), average wait time (AWT), first resolution time (FRT), and customer churn rate can be used to evaluate the customer's experience and the service they receive.
Frequently Asked Questions
What will I learn in this course?
You will learn how to analyze and improve your customer service skills, increase customer satisfaction through quantitative and qualitative analysis, conduct customer service research, understand touchpoints and the customer journey, collect customer data through methods like CSAT surveys and customer effort scores, and measure the customer experience on digital platforms.
What metrics does this course cover?
The course introduces customer service analytics and key performance indicators including net promoter score, customer satisfaction (CSAT), customer effort scores (CES), average wait time (AWT), first resolution time (FRT), customer churn rate, customer acquisition rate, customer acquisition cost, and customer conversion rate.
What are touchpoints in the customer journey?
Touchpoints are the stages in the customer's journey. The course details these stages and teaches skills to ensure the customer has the best experience possible.
What skills does this course help build?
It helps build skills in customer analysis, customer analytics, customer experience strategy (CX), customer experience improvement, customer journey mapping, and user journey mapping.
How is the course structured?
The course includes a Welcome, lessons on framing service decisions (the customer experience journey and touchpoints), customer service research (models, methods, and measures), four parts on customer experience metrics, two Test Your Knowledge checks, and a Conclusion.
Transcript
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Have you ever been shopping online and felt prompted to abandon your cart? It happens more often than you might think. A study by the Baymard Institute found that 69% of all e-commerce visitors abandon their shopping carts prior to making a purchase. The reasons why online buyers don't convert into customers can vary, from the intensity of the registration process to the scope of payment options, to ease of checkout. In this course, we will explore specific techniques for how to measure and analyze customer service. We will also go over how to make customer service planning decisions using analytical practices. Let's get started.
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