Tracking and Improving the Customer Experience


No. of mini-lessons4

ResourcesTakeaway Tasks

Duration 10'

No. of mini-lessons 4

Resources Takeaway Tasks

Course overview

How well do you understand your customers’ experience  with your business? When customers have positive experiences, they’re more likely to make purchases from you. The only way to know for sure how your customers feel is to track their experience. And to offer great customer service, that experience should be the best it can be.

Customer service is an important part of the customer experience. It’s useful to understand the whole customer journey and where problems can occur. Tracking the customer experience is a great way to work out which parts of the journey need improvement and how well you’re meeting customer expectations. There are lots of ways that your teams can enhance the customer experience to attract new customers and keep loyal ones. This course will show them how.

What's covered

The difference between customer service and customer experience

The importance of tracking and improving customer experience

Strategies to track and improve customer experience

Why your teams need this course

This course is for anyone working in customer service who wants to create a great customer experience. They’ll learn how customer service fits into the customer experience, how important it is to track and improve the customer experience, and practical ways to measure and boost that experience.

CPD Member

Accredited by CPD

TalentLibrary is recognized as reaching the standards and benchmarks required by the Continuing Professional Development (CPD) Certification Service.

The CPD Certification Service is the world’s leading and largest independent accreditation organization for professional development courses across all industry sectors.