Description
Course Overview
Many products fail because they do not understand the customer’s Journey. They cannot understand the opportunities presented at the customer’s moment of truth. Without understanding your customers’ experiences across various touch-points, offering them an experience that turns them into loyal and lifetime customers will be impossible.
Customer Journey Mapping (CJM) captures and communicates detailed interactions to illustrate a person’s complete experience with your business, whether a product, a service, an online experience, an in-store, or any blend. This course will help you explore customer journey mapping and its impact on enhancing users’ experiences. This course sharpens your understanding of the customers’ pain points as they interact with your products.
Workshop Objectives
- To acquire knowledge on critical concepts of Customer Journey Mapping
- To provide learners a powerful way to locate key points and opportunities in your customer experience.
- To equip you with resources to design your entire customer service program.
- To acquire competence in developing an action plan for getting immediate and long-term value from customer journey maps.
Learning Outcome
Upon completion of this course, participants will be able to:
- Comprehensive Understanding: Participants will gain a deep understanding of customer journey mapping principles and methodologies.
- Customer-Centric Thinking: Develop a customer-centric mindset, prioritizing the needs and experiences of customers.
- Effective Mapping: Learn how to create accurate and insightful customer journey maps that reflect real-world experiences.
- Empathetic Insight: Gain empathy and insight into the customer’s perspective, enabling better decision-making and problem-solving.
- Identifying Pain Points: Identify pain points and opportunities for improvement in the customer journey
- Enhanced Communication: Improve the ability to communicate cross-functional customer journey insights effectively to teams and stakeholders.
- Actionable Solutions: Generate actionable solutions and strategies to enhance the customer experience.
- Iterative Improvement: Embrace an iterative approach to enhance customer journey maps and experiences continuously.
- Cross-functional collaboration: Foster collaboration among diverse teams to address customer journey challenges.
- Measurable Impact: Understand how to measure the Impact of customer journey improvements and make data-driven decisions.
