Course Description
Everything that happens to a customer as consider purchasing a product or service has an impact on what they buy, when, and how much. This is known as the Customer Experience Journey (CEJ). Studying CEJ touchpoints can be enlightening to organizations and can lead to improvements that generate greater profits and more business. In this course, you’ll learn each step of the CEJ and the various touchpoints in the process, as well as which modes, methods, and measures to use to research and analyze data.This can help you and your organization implement improvements to the CEJ, resulting in more engaged and loyal customers.
What You'll Learn
- Understand the Customer Experience Journey (CEJ) and each of its steps
- Identify the various touchpoints and how they impact the customer experience and decision making
- Learn the goals of customer service research
- Apply the modes, models, methods, and measures used in customer service research
- Frame service decisions around the CEJ and its touchpoints
- Use research and data analysis to implement improvements to the CEJ
Key Takeaways
- Everything that happens to a customer as they consider purchasing a product or service influences what they buy, when, and how much, which is known as the Customer Experience Journey (CEJ).
- Studying CEJ touchpoints can be enlightening to organizations and can lead to improvements that generate greater profits and more business.
- The course covers each step of the CEJ and the various touchpoints in the process.
- It teaches which modes, methods, and measures to use to research and analyze data.
- Implementing improvements to the CEJ can result in more engaged and loyal customers.
Frequently Asked Questions
What is the Customer Experience Journey (CEJ)?
The Customer Experience Journey is everything that happens to a customer as they consider purchasing a product or service, which has an impact on what they buy, when, and how much.
What will this course teach me?
You will learn each step of the CEJ and the various touchpoints in the process, as well as which modes, methods, and measures to use to research and analyze data.
What topics or lessons does this course include?
The course includes lessons on Framing Service Decisions: CEJ; Framing Service Decisions: Touchpoints; and Customer Service Research: Models, Methods, Measures.
How can the CEJ benefit my organization?
Studying CEJ touchpoints can lead to improvements that generate greater profits and more business, and implementing improvements to the CEJ can result in more engaged and loyal customers.
What skills does this course help develop?
It supports skills including Customer Experience Strategy (CX), Customer Experience Improvement, Customer Journey Mapping, Experiential Learning, Oracle Customer Experience (CX), and Retail Experience.
