If we don't understand the path a customer takes, it's hard to improve their experience.
The customer experience is made up of a series of steps and a handful of key moments within those steps. Customer journey mapping helps organizations see the experience through the customer's eyes and find opportunities to improve it.
Training goal
Learn how to analyze the customer journey, identify the key moments that shape the customer experience, and define concrete opportunities for improvement.
What you'll learn
- What a customer journey is and why you should map it
- Understanding customer needs, expectations and behavior
- Identifying the key stages of the customer experience
- Recognizing touchpoints between the customer and the organization
- Understanding customer emotions and frustrations throughout the journey
- Identifying the moments with the greatest impact
- How to connect the customer's perspective with business processes
- Creating a Customer Journey Map
- Turning insights into concrete actions for improvement
Training outcome
Participants get a practical tool for understanding customers and finding ways to improve their experience throughout the entire process.