What to expect from Module 2…

Time flies and Module 2 is already here !

I must admit I haven’t had the time to take a look at all the videos this week but I’m looking forward to do so. My expectations will thus be based on on two very simple things : the module’s title and its introductory text 🙂

From this module I hope I will learn how the customer’s mind works when faced to a product or service experience, what happens before, while and after the actual experience. What factors shape this experience and what are the predominant ones (unless thay all depend on each other).

All customers don’t have the same experience of a same product or service even though trends can be osberved (for example, take a look at the ratings here).

I hope this module will also provide insights about individual perspectives that could lead to a different perception of the experience such as maybe socio-economic environment, the degree to which the customer is used to this kind of product or service or even the customer’s standards of quality.

Learning all this would help me focusing my efforts on the right things in my company. Since we are a startup we need to go fast and being able to see where the most important areas of work are would help us do this !

It’s alway a good exercise to write about what you’d like to learn from a certain course because it helps you define your objectives and be more efficient. But I admit I’d also like this module to surprise me by introducing ideas that I wouldn’t have anticipated at all !

Time to dig into it, talk to you soon !

Nice to meet you :)

Hello there !

I’m Charlotte and I live in Lyon, France. cropped-charlotte1-11.jpgI’ve been in a Customer Support position for almost a year and I’d like to have a bigger impact on the company I’m working for. So I thought that getting knowledge about how customer experience is defined and how it can be acted on would be a great start 🙂

A bit of context about my company : it provides online courses for professionals. So we basically have 3 types of customers : course participants, HR managers and teachers. This makes 3 types of customers to understand !

As I’m working in the product team, I’m particularly interested in topics that are close to design like customer’s emotions and how to act on them via the interactions we set up !

This field is kind of new for me so my expectations are to have a better understanding of this subject and to be able to have ideas that would enhance the customer experience in my company.

Looking forward to start the course and exchange with other students 🙂