Understanding the Customer Journey

Before you can analyze the customer experience, you need to know who your customer is and understand the decisions, experiences, and emotions regarding the customer journey.

Mapping the Customer Journey

Creating an experience map helps a company develop a deeper knowledge and understanding of its customers. In addition, it can create a more personalized and satisfying customer experience.  

Understanding Your Prospects

When the customer becomes aware, they identify their goals and the challenges they face. They also decide whether the goal or the challenge is a priority. In this part, we'll review the different stages through which customers identify their goals and challenges.

Business success is becoming more and more dependent an organization’s ability to not just meet, but to exceed its customers’ expectations at every interaction. Creating a superior customer experience (CX) starts with looking at every interaction from the customer’s point of view. In this module, we will explore the customer journey, and identify tips and strategies that your organization can use to add value and provide a superior customer experience through each stage of this journey.

Creating "Sticky" First Experiences

 When customers realize value in your service,  they continue using the service frequently. This "stickiness" is the secret to customer retention. In this part, we'll identify several strategies that can help create initial sticky experiences for your clients to keep them coming back.

Converting Customers to Loyal Fans

Loyal repeat customers boost profits in two main ways: Their use of the product or service increases as the relationship grows, and they refer others at a higher rate than their new counterparts do. In this part, we'll identify several strategies to help increase client loyalty to your services.