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所在平台: Udemy |
课程主页: https://www.udemy.com/course/create-a-customer-journey-map-with-personas/
课程评论：没有评论
课程名称：初学者的客户旅程映射与角色学习 课程概述：本课程旨在帮助学员理解客户旅程映射的全流程，旨在减轻学员在起步阶段可能遇到的困惑。课程将探讨企业在提供产品或服务过程中可能未能满足客户期望的地方，帮助学员识别这些问题，并通过改善客户体验提升客户忠诚度。学员将学习怎样开展客户体验的基础研究，找出客户在使用产品和服务时的困难与喜好。此外，课程将指导学员如何使用客户旅程图（Customer Journey Map）和个性化角色（Persona）更有效地传达这些信息，以便让所有人都能理解并相关联。课程特别强调利用坚实的研究和数据，让企业认识到解决这些问题的重要性。请注意，本课程主要聚焦于企业对消费者（B to C）的旅程映射，而非企业对企业（B to B）映射。 希望通过本课程，你能更好地理解客户的需求，提升自身及企业的服务质量。
This course covers everything that I wished I knew when I first started journey mapping - I'm hoping to spare you some of the confusion that I went through by showing you the end-to-end process of researching and mapping your customers' journeys. Have you, or the business you work for, ever let down your customers when they've purchased one of your products or used your service? Do you want to know in what ways you let them down? Do you also want to increase your company's customer loyalty by showing them that you care and actually listen to them? If yes, customer experience is for you! I will walk you through the fundamentals of something called the Customer Experience process so that you can uncover where customers like yours struggle (as well as the parts of your business they like). Then I'll show you how to convey this information in a way that everyone can understand and relate to - something that puts customers' lives front and center instead of in business silos. This is by using what is called a Customer Journey Map to tell the story of an individual Persona. You'll also have a better chance of convincing your business that solving these problems is important because both the Map and Persona will be based on rock-solid research and data. Please note that this course focuses on business-to-consumer (B to C) mapping as opposed to business-to-business (B to B) mapping.
