Mapping your customer journey helps you and your team understand your customer experience. Armed with fresh perspectives, you will find opportunities to delight your customers.
The workshop will prompt you to design improved customer journeys.
Typical benefits
• An understanding of your customers’ experience and how to strengthen their perceptions of your business.
• Enhanced customer experiences leading to stronger relationships with customers.
Overview
Blending theory and practice with on the spot coaching the workshop takes the form of a masterclass.
The customer journey starts with a customer need. They then research options and learn about your business. If the customer likes what they see, they buy from you and use your product or service. Unfortunately, they may need support. The journey restarts with a renewal of subscription or purchase of a new product. Or ends with the customer going elsewhere. Journey Mapping records this journey with key information. We include customer perceptions and opportunities to fix, improve or transform the customer experience.
Mapping the customer journey shows the complete experience your customers have when buying from your business. We include your product, services, touchpoints and other influences on your customer decisions.
You and your team will map your current customer journey. From there, you decide whether to improve your current journey or design an ideal customer journey.
You will
• See your customer’s experience through their eyes.
• Find opportunities to improve your customer experience.
• Innovate your products, services and touch points.
The workshop will give you a customer journey map and an action plan. Your plan will deliver the changes you choose, enriching your customer journey and increasing retention. You will commit to continue using customer journey maps.
Includes a planning session and two follow-ups. You can select half-, full-or two-day.