Why should you attend?
How well do you really know your customers and their expectations?
Today, customers simply expect businesses to follow wherever they go. In order to do so, organisations need to understand their customers better so that they can communicate and engage with them more effectively.
Customer Journey Mapping is an important tool for businesses that want to stay ahead of the game.
Who should attend?
This course is ideal for team leaders and managers looking to improve their customers’ experience, and who are keen to get involved in creating their own Customer Journey Map. This course will equip them with the necessary tools and tips to develop their own Customer Journey Map.
Key areas to be covered in the course
On this course team leaders will learn:
Session 1
- What Customer Journey Mapping is
- Why it is important for their business
- How to identify the various touchpoints in their business
- How to identify their customers’ expectations in relation to those touchpoints
- Practical exercise to carry out on site, ready for session 2
Session 2
- Practical exercise review
- The importance of consistently recording customers' feedback
- How to define the necessary improvements based on customers’ feedback
- The 4 steps of Customer Journey Mapping
- How to creating their own customer journey map
Benefits to you
- Understand the importance for your business, of delivering a frictionless customer experience
- Given the tools to create your own customer journey map
- Explore various ways to compile customers’ feedback
- Translate customers’ comments into concrete training needs
- Improve your customers’ experience and satisfaction
