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Customer Journey Mapping Workshop - Customer Experience

Customer Journey Mapping Workshop - Customer Experience
Michelle Spaul
Michelle Spaul
Customer Experience Consultant
Delta Swan

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.
 
Michelle Spaul
Michelle Spaul
Customer Experience Consultant
Delta Swan
 
Starting up in business is exciting and scary. I want to help you achieve success. I set up Delta Swan in 2019 and was ready to push the big 'go' button in Feb 2020. So I have recent experience of the things you are going through - marketing, selling, serving and staying on top of all that legal stuff.  I have also worked for companies like Rolls-Royce and built broad business experience and skills which mean I have knowledge in many areas such as product / service design, commercial and leadership. Listening is my primary skill, sure I have ideas, but I am much more interested in helping you direct your business the way you want to. Whether you come to me as a potential mentee or client, I will work collaborative with you. Understanding your situation and exploring solutions together. 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 with proven methodologies which put you in charge of continuously understanding your existing and future customers and, therefore, their needs. Here's an idea of some of the Customer Experience tools we may use: Empathy maps Customer personas Value propositions Customer Journey Maps Customer feedback (aka Voice of the Customer and customer listening) 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 have used this experience to help my clients and to build my business. I am one of CXM’s CX Stars of 2022, placed in the top ten of professionals for the second year running.

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