Customer Journey Mapping: practical step-by-step workshop
Discover how to stand out from the competition by understanding your customers’ needs and expectations across their buying journey. Develop a detailed action plan to enhance their experience in a crowded market. Perfect for marketing, sales, and business owners.
What you’ll learn
- In this highly practical workshop, I take you through a series of steps that will make you explore in depth who your customers are and what they want/expect to find across their buying journeys, so that you can address those needs and expectations and stand out from the competition. A customer journey map is an indispensable design thinking process and by the end of the workshop, you will have developed a detailed action plan that addresses your customers experience with your brand across their buying journey in a very crowded market. Please note: this is a spoken presentation and it requires the ability to listen to an instructor.
In this highly practical workshop, I take you through a series of steps that will make you explore in depth who your customers are and what they want/expect to find across their buying journeys, so that you can address those needs and expectations and stand out from the competition. A customer journey map is an indispensable design thinking process that will help you do just that!
The workshop is divided into 4 parts. In the first part, I spend a little time discussing why businesses who wish to succeed must focus on delivering an ever-improving customer experience. This is particularly relevant in a “post-Covid” world!
Then, we work on the indispensable research, data and analytics that you must address before you even think of starting a customer journey map. We identify the right customers, build their profiles, understand what they mean to your business and where you can go find more information about them; Then we zoom into the 6 phases of their buying journey, and move vertically across each single phase so as to map out the customer’s needs, wants and expectations at each stage; Finally, we turn our findings and decisions into selected actions and create a structured plan for you and your team to implement across a period of time.
If you have any question, please send me an email and I will be more than happy to provide further clarifications.
Who this course is for:
- Anyone whose job involves improving the customer experience lifecycle, such as marketing, sales, operations, digital, communications & social media, business owners etc.
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