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Michelle Spaul > Marketing > Standard service > Customer Journey Mapping masterclass - Customer Experience

Michelle Spaul

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Delivered as an interactive workshop, the masterclass helps your team build their understanding of your customers’ experience and commit to action. You will step towards customer centricity and reap the benefits of customer first thinking.

You will learn how to map your customer’s needs, experiences and perceptions and gain invaluable insight into the impact your products, services and touchpoints have on their willingness to buy more and recommend your business.

Then we will identify and prioritise opportunities to enhance customer perceptions.

You will leave the Customer Journey Masterclass with an action plan to deliver the changes you choose and extend your mapping to new journeys and customer segments.

•	Customer Journey Map
•	Prioritised opportunities to enhance customer experience
•	Next steps

All masterclasses include two follow-up sessions to answer questions and keep you on your journey. Some pre-work is required.

Use Customer Journey Mapping to include your customer in business strategy and decision making.

You know happy customers become loyal and loyal customers spend more. But unlike multinational businesses who can employ a team, SMEs only have time to think about customers when they shout.
I believe SMEs deserve all the benefits of intentionally managing their customers' experience taken for granted by the big companies. I support businesses like yours in three steps.
1. Step into the shoes of your customers. We can use any of these tools, depending on your needs:
<ul>
<li>Empathy maps</li>
<li>Customer personas (so much more than marketing avatars!)</li>
<li>Value propositions</li>
<li>Customer Journey Maps</li>
<li>Customer feedback (aka Voice of the Customer and customer listening)</li>
</ul>
2. Once we have a clear picture of customer needs, we work together to meet those needs by optimising or designing products, services and interactions (also known as touchpoints).
3. Finally, we ensure a return on your financial, time and emotional investments by accelerating benefits.
Managing customer experience is addictive, when you see the benefits we can discuss how to move to the next level of maturity.
Why would you trust me with your business, employees and customers?
I believe small and medium-siz businesses deserve the competitive advantages enjoyed by big companies and understand the time and cost constraints that get in the way.
I have a long history of helping businesses, teams and individuals work more closely, more beneficially with clients and customers. I know what is necessary and how to deliver business results, using her extensive experience in product, process and service design, problem solving and workshop design and facilitation, including over 14 years in Rolls-Royce and leading major projects at Philips and Allied Signal.
I am one of CXM’s CX Stars of 2021, placed in the top ten of professionals.

Customer Experience Consultant

Customer Journey Mapping masterclass - Customer Experience by Michelle Spaul