Learning to Measure to Improve

Introduction

The objective of the course is to present students with the knowledge and skills necessary to properly measure a service. To do this, we propose an integrative approach that goes beyond task execution time metrics, service availability, etc., and that focuses on paying attention to measuring the customer experience as a key to validating our ability to deliver customer value through our services.

Objectives

At the end of this course students will be able to:

• Know how to quantify and measure the customer experience.
• Be able to develop a “Customer Journey Map” to understand how our customers interact with our services (touch points) and what their expectations are.
• Be able to identify the points that represent the “hour of truth” in the client’s perception of satisfaction.
• Identify opportunities for improving the processes of our services through the  customer experience  mapping.
• Build a battery of KPIs that complement your traditional dashboards to incorporate real customer satisfaction measurement with services.

Student Profile

• Support professionals in direct and remote contact with customer, providing functional support with ticketing tools and processes
• Managers and customer experience managers
• Quality Management Professionals
• Marketing and/or sales professionals
• Product and Service Innovation Managers
• Business Area Managers

Prerequisites

There are no prerequisites to attend this course.

Course Materials

Each student will receive a copy of the course documentation prepared by Netmind.

Methodology

Engaging and interactive course. Our instructors teach all course materials using the demonstrative method; the participants learn new concepts through exercises and real application practices.

Certification

There isn’t an official certification associated with this course. However, students will earn 7 credit hours for their attendance.

Accreditation

A certificate of attendance will be issued to students who attend the course for at least 75% of the duration.

Course Outline

1. Customer Journey Mapping
   1. Using the “Customer Journey Map” to plot the “customer journey” through our services
   2. Identify the touch points where customers interact with our services
   3. Select how many of these touch points represent “the hour of truth” points
   4. Identify in which key phases of the “customer journey” we should listen to the “voice of the customer”
2. Analyzing customer expectations
   1. Identify expectations (customer experience) at each of the customer and service contact points
   2. Define what a good “customer experience” is
3. Measuring to improve
   1. Define metrics to assess customer satisfaction