Course Formats & Duration : 4-hour virtual | 6-hour onsite, 1-Day
Unlock the potential of customer-centric problem-solving with a customer journey map—a vital tool for addressing critical pain points. This course empowers you to identify customer needs and define problems derived from their experiences. You'll gain expertise in crafting effective customer journey maps, prioritizing actions for enhanced customer focus, and clarifying common mapping pitfalls.
Learning Objectives »
- Identify the benefits of customer journey mapping.
- Identify the steps for drafting a customer journey map.
- Learn how to update and complete the customer journey map.
- Identify factors that influence the prioritization of actions.
- Avoid common mistakes that may occur in customer journey mapping.
Course Agenda »
Understanding Customer Journey Maps
- What is a Customer Journey Map?
- Journey-Mapping Challenges
- Journey-Mapping FAQ
- Benefits of the Customer Journey Map
- Walk a Mile in your Customers’ Shoes
- Not All Journeys are Equal
- Impact-Defining Moments on Satisfaction
- Levels of Digital Journey-Mapping Tools
- The Allyship Journey
- Benefits of Allyship at Work
Creating a Customer Journey Map
- The First Steps to Creating Journey Maps
- Implementing Customer Journey Maps
- The Primary Objectives
- Scope and Persona
- Types and Touchpoints
- Emotions and Opportunities
- Effects and Actions
- Further Developing the Map
- Questions Maps Can Help Answer
- Keeping it All Relevant