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Customer Experience: Service Blueprinting

By: Jeannie Walters

Level: Intermediate

Duration: 32m 39s

Released: February 25, 2019

Description:

Creating a seamless customer experience is no accident. It takes planning and creativity. Service blueprinting is how the best organizations keep their customers coming back. Blueprinting helps you plan the customer’s journey and the employees, processes, and activities to support that journey. This course covers the steps to creating a blueprint for exceptional customer service. Jeannie Walters describes how to gather feedback and data, map customer and employee actions, and hold a workshop session to find solutions to pain points and validate your findings. Jeannie also explains how to make your blueprint accessible, so that employees can implement it. The course includes examples and templates to help you blueprint as you go, and tips to connect the dots between what the customer sees and what goes on behind the scenes.

Author:

Jeannie Walters is a speaker, writer, and consultant specializing in customer experience.

Jeannie Walters is the chief customer experience investigator and founder of 360Connext, a global consulting firm specializing in evaluating and improving the customer journey. Jeannie is a Certified Customer Experience Professional (CCXP,) a CX Expert panel member for the Customer Experience Professionals Association, a Professional Member of the National Speakers Association, and a TEDx speaker. She also co-hosts a top-rated podcast on customer experience and customer service, Crack the Customer Code.

She’s passionate about making the everyday interactions we all have as customers better and writes, speaks, studies and trains on customer experience and patient experience issues around the world. Her mission is “To Create Fewer Ruined Days for Customers.”

Walters lives in Oak Park, Illinois with her husband Mike and their two sons. As such, her current hobbies include cheering on youth sports teams and robotics teams alike.

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