Customer Experience Development

Module 1 Getting Started
Unit 1 Getting Started Introduction
Unit 2 Getting Started Video
Unit 3 Getting Started - Write Plan
Module 2 Customer Experience Test
Unit 1 Test Introduction
Unit 2 Test Video
Unit 3 The Customer Experience Test
Unit 4 Test - Write Plan
Unit 5 Test The 7 Steps
Module 3 Step 1 Gaining Commitment
Unit 1 1 Introduction
Unit 2 1 Watch Video
Unit 3 1 Key Questions and Priorities
Unit 4 1 The Program Launch
Unit 5 1 Assembling your Development Team
Unit 6 1 Your Plans
Module 4 Step 2 Aligning your Vision
Unit 1 2 Introduction
Unit 2 2 Watch Video
Unit 3 2 Help: Example
Module 5 Step 3 Defining your Customer Experience
Unit 1 3 Introduction
Unit 2 3 Watch Video
Unit 3 3 Customer Experience Statement
Module 6 Step 4 Identifying Touch Points
Unit 1 4 Introduction
Unit 2 4 Watch Video
Unit 3 4 Touch Points
Module 7 Step 5 Writing Service Standards
Unit 1 5 Introduction
Unit 2 5 Watch Video
Unit 3 5 Your Touch Points List
Module 8 Step 6 Measuring Performance
Unit 1 6 Introduction
Unit 2 6 Watch Video
Unit 3 6 Survey
Module 9 Step 7 The On-Going Journey
Unit 1 7 Introduction
Unit 2 7 Watch Video
Unit 3 7 The Generator Program
Unit 4 7 The Development Team
Module 10 Rewards
Unit 1 Rewards Introduction
Unit 2 Rewards Video
Unit 3 Rewards Thank You
Unit 4 Rewards Action Plan