Mapping the Journey of Your Customers
NEW COURSE - Reduced price for a limited time
Ratings 4.51 / 5.00
What You Will Learn!
- Learn from someone who performs customer journey maps for organizations to gain competitive advantages against their competition to generate more revenue by reducing customer churn
- Ability to contact instructor for assistance on your implementation after course completion
- Defining all journey map components, elements, and best practices
- Understanding all customer-focused touchpoints and stress points
- Decision-making based on journey map stories
- Examples of real-world complex and simplistic journey maps
- Transforming the customer journey
- New journey mapping techniques versus old
- Target customer personification
- Steps to create a journey map
- Isolation roadblocks and process digitization
- Defining touchpoints and generating action within an organization
Description
Your customers are essential to the success of your business. Customer Experience (CX) journey maps are arguably the most important instrument for capturing your customer's true interactions with your company brand. Discover your customers and their experiences through various personas throughout multi-channel touch points with an organization.
How satisfied do you think your customers are in doing business with your organization? Do you think your primary competitors are doing a better job managing their various touch points with their buyers?
A customer journey map tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship. Understanding these interactions with an organization is critical for managing and retaining buyers.
This online course will teach you how to perform customer journey mapping to identify and capture key interactions that a customer has with your organization and the touch points they are experiencing. Every customer is on a journey, yet most companies treat each customer interaction as if it's an isolated event. This online course will also teach you that in order to improve your overall customer experience, companies must understand and cater to their customer's entire journey – from initial interest inquiry – through the post purchase phase.
Who Should Attend!
- Students wishing to obtain a strategic advantage compared to others entering the workforce by understanding the customer journey mapping process and how critical it is to their future employer
- Business professionals wanting to understand or implement a customer journey mapping program in their organization to obtain a competitive advantage over their competitors
Tags
- Customer Success Management
- Customer Journey Mapping
- Customer Experience Management
Subscribers
56
Lectures
6
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