Customer Journey Mapping

Type Workshop

Duration 4h

DESCRIPTION

UNDERSTAND CUSTOMER NEEDS AND DEFINE PROBLEMS To understand the different feelings and cognitive processes a customer undergoes when dealing with your organization, you need a tool that can document every step of their experience. Customer journey mapping is one such tool, essential in helping you understand customer needs and defining problems highlighted by their experiences.

Modules

What is Customer Journey?

Drafting a Customer Journey Map

Defining Touchpoints

Walking in Customer’s Shoes

Prioritizing Actions & Avoid Common Mistakes

Discovering Opportunities and Creating Added Value

Outcomes

Identify the benefits of customer journey mapping

Establish a team to create the customer journey map

Explore the steps to update and complete the customer journey map

Determine the factors that influence the prioritization of actions from a customer journey map