358: Customer Service Blueprinting: Jeannie's New Course
It's time for crack. The customer code the ultimate podcast to help. You unlock the secrets to understanding and connecting with your customers. A little birdie told you that you've been busy. Is this the wildlife episode, are you? I guess would that be be an insect? I don't know. I I I I would call it an insect. We have ornithological so mixing my ornithological references here. But he's been a busy bee. Are you doing the three peat is that what you're doing genie? Who I like that? I like that going to have to say that. That's what I'm doing. Yes. At three beat of courses linked in. You are doing three Pete. And your course just launched tell us the name, it's called customer service blueprinting, and it's over at linked in learning or Lynda dot com for those of you who are on either of those platforms. Yep. Yep. So yeah. So it's pretty exciting. Because it's the third course I've done with linked in. And it's been a great partnership. I'm really excited about this one. Now, explain to me you have to have like an architectural draftsman degree. What how do you do blueprint engineering? Yes. This is a technique. I'm sure some of our listeners are familiar with it where you basically take the idea of the customer experience, and you blueprint out. Exactly how that. Delivered. So you have everything from what happens, you know, what we call onstage or front stage, which is what's happening with the customer to what happens backstage, which is. You know, there are things that have to happen that the customer doesn't see as well as employees actions processes support all of those things, and it's kind of a tool to really figure out. How are we delivering service in the best way we can? So that it's not just about what we want to happen. But how to make it happen or so, Jeannie? This is a question. I get but you're now officially the expert because you have a course. So what is the difference between blueprinting and mapping? Yes. So my second course for Lincoln was actually about journey mapping. And I was asked this question. Pretty recently. Somebody's like, well, I watched that course. So why do I need this one? And really it's about taking that journey map into the realm of designed for. The company both internal and external. So instead of just looking at the journey map from here's everything that is happening or we want to happen with the customer. We also are going to go into the details about what do we need to do on our end on the back end to really make this happen. It's it's kind of like the journey of of what's happening. But it's in a three D view of what it takes to deliver that service, right? So the Bullard front we would say is both more operational MS Moore about the creation of the experience. But it's also aspirational because we're blueprinting what we want the experience to be whereas journey map MO for the most everybody does it differently. But the joining about for the most part outlines a journey that is being delivered. Currently, so well, the blueprint you can actually say this was how we want to improve the journey. I sorta get muddy here. I know but go they do a little bit because you can do. Ideal customer thirty map as well. But the journey map is really like the power of a journey map. Is that you're always looking at things from the customer's perspective, the power of a blueprint is that you're doing that? But then you're also layering on. Okay. What's really happening here behind the scenes, what processes have to happen and a lot of it like as an employee. You might not even see those things, but they certainly affect the customer experience. If your credit card reader is down that's a big deal. So you have to think about what are the processes we need to make sure are working in our part of this what you know support. Do we need in place? What employees do we need at what places in the journey? And how do we need to train them? How do we need to tell them to do their jobs it it's kind of pulling the thread on the customer journey in a different way? So that you can really get that three D perspective on what's going on. And how to deliver on it? All right. So then the next question becomes do. Use them to. -gether? How do you use a journey map and a blueprint use them at the same time, you incorporate aspects is it just different approach. What is the genie school of linked in learning? Tell us about this very question. Well, I know I'm gonna like say something where people are can be shaking their fists saying that's not how it's both four listeners. Wait, I think we need to do a little preface. Oh my gosh. This is so I'm guitar player. So you like you go online and on YouTube. Oh, you don't. He doesn't Jimi Hendrix doesn't play. It that way. He's as his third finger, not his second just in the customer experience world, if you don't know journey mapping blueprinting. It's all everybody's got their own thing about how it's supposed to be done that as the law. There is no law. Do it works for you. Go ahead. Jan take it away. Exactly. Thank you for that. Disclaimer. Yes. So and the idea of these linked courses is that they really are to be acceptable. So that if somebody needs this if they want to just get started if they want to jump in and try it with their organization these courses are there to really help people do that. And we it's really fun 'cause I do hear from people all over the world. Actually who say, oh, I just took your course in this. What I did that's really gratifying for me. But the the way that, you know, in ideal world, in my mind, the way it works is first of all you have to have the lay of the land. So doing a journey map of what's happening today is very important and. Really putting yourself in the customer's shoes then taking that and either going straight to a service blueprint of what is that ideal experience that we want to deliver or an ideal customer journey map. I and saying this is what would happen in ideal world. Now, how do we get there? And you answer that how do we get their question with a service blueprint because then you're really forced to ask the questions about what do we need as far as the backstage actions, the customer communication, all of those things. What do we need to actually make that ideal experience happen? So that's how I would do it. But of course, I'm sure there are other ways that people use these things together. And sometimes there are parallel teams and all sorts of things. But you know, really, this course is about accessible information. It's about providing something that hopefully is valuable to those folks who just want to get started or just want to check out what it is. And the thing about the blueprint is once you do all that. Then you got to figure out where the budget goes to. Yeah. Sometimes you need the budget. I can help I can help decide like, okay. Do we want a robot to come in and greet somebody here and? All of those things cost money. You're right. So you do have to figure that out as well. So who is this course, perfect for like what what level of person in an organization, and what level of role, and then possibly like what stage like where are where are they? What are they needing to do right now that the blueprinting course would really be a great help for? Well, I think it's great for anybody. Who is just curious. So that could be anybody literally. But then there's also I'm finding a group of folks who have kind of led the charge for customer experience initiatives in their organization, they may or may not have customer experience in their title. But they're really trying to turn the talk into action. And I feel like, you know, a lot of marketing folks, a lot of VP folks at the or I'm sorry at the VP level who are trying really hard to move into this space. They really would I think get something out of this. Because even if it gives them kind of the lay of. Land or even just to prepare for you know, what this is this is a sizable project for us. So what does that mean what sort of planning? Do I need to do what sort of prep? Do. I need to do to make sure we do this in the future of our organization. So it really is for that level in bigger organizations. But it's also for those people who are out there who own maybe a store or a group of stores or a dentist's office or any of those things where they just want to make their experience better for their customers. They can do that with these courses because there are tools and templates and all sorts of things. So if you really wanna roll up your sleeves, you can get in there, and do it if you really just want to get the lay the land of what are these tools and techniques and how do we use them? And how can we prepare for them? They can apply to that to Brooks's of courses are fairly short. Right. Will do you know the link by chance I think it's it. It's right around an hour or a little bit under and it's in very bite sized pieces. So, you know, there are different chapters, and you can really go through. Through and take. I mean, what they're finding is that a lot of people are doing these on mobile, and maybe they're, you know, on the train, and they just look at these courses when they're on their commute because they're trying to learn as much as they can. So it they're really very easy to take in. There are tools and resources that you can download as part of it. And then, of course, once you go there feel free to reach out to me and see if I can support you in your own learning and your own education and all the things you're trying to do as well. So my final question really is. Are you going to remember the little people know that you're a big video store coz genie's like flying out to the west coast for filming and things like this have an agent at CA? I wish I just get excited about the professional hair and makeup. I mean, that's that's like a dream. Come true. Because I'd rooms. Yeah. They have they have a very impressive campus in studio where all they do is work on these courses. And it's a very impressive operation everybody. There is really amazing to work with and it's an honor. And for me, it's fun. You know, like, I get to go in and get my hair and makeup done. And then they have people who do the lighting and all that that makes everything else. Look great. And it's it's just quite an experience. So I'm really excited about the partnership. I'm really excited about this course. And if you guys have feedback I, of course, would love to hear it, except if it's that's not the way to do. I'm joking as long as that's not the way to blueprint any other feedback is okay. Know, it's okay. Does to direct your questions. She needs it, this is acceptable. So here's the thing. You only launch a course once I don't know every year or so so I guess that means I only really have to be nice you once a year. So I will say you should absolutely check out. This course or printing on linked in by my partner genie Walters, because the one thing about Jeannie that I don't say often enough because while she would hold it against me is genie is a really good teacher. She really knows how to explain things and breakdown customer experience and the approach the customer experience. Make sure you check out. This course, genius or anything. They need to know to find it linked in learning. You can find it there. You will add it in the show notes here. And if you have an account on Linda or Lincoln, just look me up as an author, Jeannie Walters, and you'll see all my courses. They're very cool genie. I know you are a big. Star now, but you're not so big that you're not responsible for taking us away. Well, thank you. For the nice words, Adam that was very kind of you. And I am thrilled to be here as always. And I'm thrilled that we have our listeners with us. Because what would we do without them? I have no idea we would just be sitting here with nothing to do. So thank you listeners, and you know, for the sake of feedback. Here's a review we love from Jamie adamant, genie crack up as they crack the cuss the code about customers. Love the energy and all the wonderful guests on the show subscribed. Definitely. Well, I think everybody should listen to Jamie. But thank you Jamie for leading that wonderful review for us. We love your reviews and ratings so keep them coming. And maybe we'll share your review on the show. We appreciate you spending your valuable time with us. I'm Jeannie Walters, and you can find me on linked in and Lincoln learning or just visit our site at experience investigators dot com. You can connect with me on link them. But if you want to buy workshops and training to go to customers that stick it. So next time to carry yourself and take care of your customers.