About This Course
Mapping your customer's journey through your organisation is essential to improving service delivery and building memorable experiences. This course guides you through creating, analysing, and refining customer journey maps to identify gaps, streamline touchpoints, and design services that truly meet customer needs. Learn how to visualise experiences, empathise with customer goals, and anticipate areas of friction.
You'll explore practical techniques for gathering data, identifying customer personas, mapping touchpoints, understanding customer emotions, and resolving service breakdowns. You'll also learn how to continuously adapt and evolve your journey maps to respond to changing customer expectations and business developments.
By the end of this course, you will:
- Explain the purpose and benefits of customer journey mapping.
- Create detailed customer journey maps including emotions, touchpoints, and goals.
- Identify customer personas and tailor journeys to meet diverse needs.
- Recognise and prioritise customer pain points for improvement.
- Apply feedback loops to continuously review and enhance service journeys.
- Align service delivery strategies with customer expectations and business goals.
Topics Covered:
- What is a Customer Journey Map?
- Why is a Customer Journey Map So Important?
- Creating a Customer Journey Map
- Understanding Customer Interactions
- Understand Customer’s Goals
- Creating Customer Journey - Real Life Scenario
- Understand Customer Pain Points and Fix the Roadblocks
- Continuously Review Your Customer Journey Map
Course Duration: Approximately 20 minutes
Access to Course: 7 days from date of purchase
