Full course description
What you'll learn:
The skill of service blueprinting takes a deep look into the organization, by analyzing what internal actions are necessary to produce exceptional customer experiences. This course will help you learn how to improve your organization by examining internal actions and detecting where you can improve. Successfully uncovering your customer’s truth and pain points will also be covered.
Module and Content:
This course is online and self-paced and is comprised of short videos, interactive learning objects, and competency-based assessments, as well as readings and reflective activities. You will earn a certificate upon completion.
- Learn the skill of service blueprinting.
- Analyze internal actions to improve customer experience.
- Be able to recognize the truth and pain points.
- Discover how to detect opportunities to improve.
Who this course is designed for:
Managers or individual contributors who are responsible for customer interactions with the organization (customer experience, operations, support, sales and marketing) and those charged with changing existing customer processes.
Meet the instructor
Nancy Stephens, PhD
Nancy J. Stephens is Associate Professor of Marketing Emeritus at the W. P. Carey School of Business at Arizona State University. She is a member of the Center for Services Leadership faculty network and regularly conducts workshops on services blueprinting.
Nancy taught marketing management to working adult MBA students in the evening, on weekends, and online, as well as in ASU’s partner schools in Shanghai, Sweden, France and Mexico City. Her latest research publication was entitled, “Beliefs of Chinese Buyers of Pirated Goods” (Journal of Consumer Behaviour, 2013).
Nancy received her Ph.D. from the University of Texas at Austin and her B.S. (with Honors) and M.S. degrees from the University of Illinois at Urbana.