Customer Experience: The customer promise and customer journey

Overview

In this course, Christina Dolding, an award-winning, highly experienced consultant specialising in customer and colleague experience, explains how to create visual representations of the end-to-end customer journey. Christina explains the importance of developing a customer promise by highlighting why a commitment to customers helps to outline an organisations customer centric culture. 

Learning Outcomes

By the end of this module, you’ll be able to:

• Explain why a customer strategy is important  
• Explain how a customer promise can improve the end-to-end customer experience 
• Explain why customer journey mapping is a great tool to bring a customer experience strategy to life.