Customer Experience Improvement Process

Target Audience:

Those wanting to improve the customer experience at a refuge, hatchery, field station, or office. The activities in the class are to be done as a team and not individually. So before starting the course, you'll first need to gather a cross-functional team composed of individuals dedicated to process improvement. Team members should view the modules independently, and then meet together as many times as necessary to complete the activities.

Summary and Objectives:

This course provides a step-by-step customer-centric approach to help you determine what actions you should take to improve the customer experience at your refuge, hatchery, field station, or office. The course acts as a consultant guiding you through the Customer Experience Improvement Process. Each module is a separate step in the process with activities that build on each other. These activities are designed to be done as a team though and not individually. So before starting the course, you'll first need to gather a cross-functional team composed of individuals dedicated to process improvement. We recommend that team members view the modules independently, and then meet together as many times as necessary to complete the activities.

During this course, the team will complete the following activities:

• Gather geographic, demographic, psychographic, and behavioral characteristics data to know your customers better.
• Develop at least three customer personas defined by customer characteristics.
• Build journey maps for your customer personas.
• Analyze your journey maps and decide which two improvement actions to continue with as part of this course.
• Develop goals and objectives (both action-based and experience-based) for each chosen improvement action.
• Create Action Plans used to brief leadership and obtain buy-in for your improvement actions.

Competency Addressed:

Customer Service - Advanced, Customer Focus - Advanced, Problem Solving - Intermediate, Creativity and Innovation - Advanced