Create Awesome Customer Journeys

225 Palm Bay Road Northeast,West Melbourne FL 32904

23 November, 2021

Description

Mastering Emotion Intelligence is developing the ability to interact, understand and communicate effectively. Learn how to use service design to create awesome customer experiences and to align all supporting processes to make it happen. Journey mapping is a process that helps you gain a holistic view of the customer experience by uncovering moments of frustration and delight during a series of interactions. If done successfully, it will uncover opportunities to eliminate customer pain points, reduce fragmentation, and ultimately differentiate your brand by bringing in new opportunities to create additional value for your customers. We mind the gap between customers and service providers in this class through a Customer Journey Mapping and Service Blueprinting. Learn how to create an experience that is useful and desirable for the customer while being efficient and effective for the provider. In this hands-on, workshop-style course, you'll learn how to use Customer Journey Mapping to understand your customers' behaviors, mindsets, and emotional motivations as they interact with your company. We will cover the practical application of journey mapping for understanding and optimizing customer experiences. Topics Covered Introduction to Customer Experience and Journey Mapping CX: Why, how, and now Empathy and Needfinding: discover your customer's needs Focus on your Value PropostionThe framework: Elements of a customer journey map Personas Scenarios Actions Mindsets Emotions Touchpoints and channels OpportunitiesService Blueprinting Detail the critical steps of the customer journey to align frontstage and backstage processes and deliver the promise made to the customer.Gustavo Couto Gustavo Couto is a professor, consultant, speaker and entrepreneur in the software industry, he has participated in executive programs at d.school, MIT, Darden School of Business, and other renowned institutions. He holds several international certifications in Customer Experience, Design Thinking, Agile and Scrum. Currently, he works as an innovation consultant for the world's leading companies, covering a total of 12 countries. He is the author of books on entrepreneurship, agile methodologies and personal development. Hacker Hang was created by top-notch software engineers. We provide the perfect way to learn software development and technology by combining what really matters and vibrant teaching space. Looking for a career change? Looking at improving your current software skills? Interested in technology and STEM? Hacker Hang is for You