Join this free online course to learn how to understand your customer’s journey and provide them with a better customer experience, leading to better results for your business.

June 2, 2021 - July 1, 2021
Language: English

Course information

Course Summary

Customers have more control over the ways they interact with your business than ever before. They can choose how and when they communicate, and they want to be recognized with personalized experiences. Your process maps and workflows are focused on the inside of the organization. It takes a different view to understand your customer’s journey. Once you understand their journey, you’re ready to deliver better customer experiences, which lead to better business results like long-term loyalty, higher revenue, and decreased service costs.

This course will provide you with a toolkit of techniques to better understand your customer’s journey, from awareness through advocacy. Jeannie Walters, CEO and Founder of Experience Investigators, will explain how to explore what customers are doing, thinking, and feeling throughout their experiences with your brand. These understandings are then turned into actions that improve the customer experience and your business outcomes.

In this course, you’ll learn what it takes to understand your customers to deliver more than they expect.

Course Characteristics

  • Starting from: June 02, 2021, 09:00 UTC. (What does this mean?)
  • Duration: The course is open for 4 weeks
  • Effort: 2-3 hours in total
  • Course assignment: You can take the course assignment at any time whilst the course is open.
  • Course closure: July 01, 2021, 9:00 UTC
  • Course language: English
  • How is an openSAP course structured?

Course Content

Section 1: The Power of Customer Understanding
Section 2: Your Customer’s Journey Isn’t What You Think
Section 3: Listening to the Voice of the Customer (VoC)
Section 4: Moving from Intentions to Action

Target Audience

  • Anyone interested in the topics of customer experience and customer journeys

Course Requirements

None

Course contents

  • Section 1:

    The Power of Customer Understanding
  • Section 2:

    Your Customer’s Journey Isn’t What You Think
  • Section 3:

    Listening to the Voice of the Customer (VoC)
  • Section 4:

    Moving from Intentions to Action
  • I Like, I Wish:

    We Love Your Feedback … And Want More
  • Course Assignment:

    Good Luck!

Enroll me for this course

The course is free. Just register for an account on openSAP and take the course!
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Learners enrolled: 1272

Certificate Requirements

  • Gain a Record of Achievement by earning at least 50% of the maximum number of points from all graded assignments.
  • Gain a Confirmation of Participation by completing at least 50% of the course material.

Find out more in the certificate guidelines.

This course is offered by

Jeannie Walters

Jeannie Walters, CEO and Founder of Experience Investigators, has spent more than 20 years evaluating and improving customer experiences and teaching her trademarked methodology to enlightened leaders in many industries. 

She is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association, a Professional Member of the National Speakers Association, a LinkedIn Learning Instructor, and a TEDx speaker. 

Jeannie is passionate about improving the everyday interactions we all have as customers and writes, speaks, studies, and trains on customer experience issues around the world. Her mission is “To Create Fewer Ruined Days for Customers.” 

Website: http://experienceinvestigators.com 
Podcast: http://crackthecustomercode.com 
Follow Jeannie on Twitter | LinkedIn | Facebook