Customer Experience: Service Blueprinting

Focused View

Jeannie Walters

32:39

0 View

1. Planning your customer service inflection points.mp4

01:14

2. What is service blueprinting-.mp4

03:00

3. Define the scope for a blueprint.mp4

02:40

4. Gather data to create the blueprint.mp4

02:43

5. Map the customer actions on the blueprint.mp4

03:09

6. Map the employee actions for this scope.mp4

02:18

7. Layer in support actions for the scope.mp4

02:26

8. Prepare for the workshop and setup.mp4

02:52

9. Set expectations for the workshop.mp4

02:58

10. Finding solutions to pain points.mp4

03:00

11. Validate with customers and employees.mp4

02:17

12. Finalizing and using your blueprint.mp4

03:03

13. Leveraging service blueprints.mp4

00:59

Ex Files Customer Service Blueprinting.zip

Description

Creating a seamless customer experience is no accident. It takes planning and creativity. Service blueprinting is how the best organizations keep their customers coming back. Blueprinting helps you plan the customer's journey and the employees, processes, and activities to support that journey. This course covers the steps to creating a blueprint for exceptional customer service. Jeannie Walters describes how to gather feedback and data, map customer and employee actions, and hold a workshop session to find solutions to pain points and validate your findings. Jeannie also explains how to make your blueprint accessible, so that employees can implement it. The course includes examples and templates to help you blueprint as you go, and tips to connect the dots between what the customer sees and what goes on behind the scenes.

More details

User Reviews

Rating

average 0

Total votes0

Focused display

Customer Experience Management

User Experience Design

Jeannie Walters

Instructor's Courses

Linkedin Learning

View courses Linkedin Learning

LinkedIn Learning is an American online learning provider. It provides video courses taught by industry experts in software, creative, and business skills. It is a subsidiary of LinkedIn. All the courses on LinkedIn fall into four categories: Business, Creative, Technology and Certifications. It was founded in 1995 by Lynda Weinman as Lynda.com before being acquired by LinkedIn in 2015. Microsoft acquired LinkedIn in December 2016.