Customer Analysis
Course Type: Self-Paced
Course Level: Intermediate
Understanding customer experience is essential for every organization. Customer analysis, or customer journey mapping, looks at your customers and stakeholders to understand what they need and want, and how the steps in your processes directly - or indirectly - impact their perceptions and satisfaction.
During this course, you will learn how to identify customers; understand what delights, satisfies, or dissatisfies them about your processes; determine the drivers of perception and satisfaction; identify improvements; and establish measures and controls for your customers’ experience.
This course is self-paced with live office hours available for questions.
Dewey Dorsett