Description
Do you want to better understand the journey your customers take with your business? Are you looking for a proven way to identify and address pain points in your customer experience? Would you like to learn how to implement changes that drive growth and improve satisfaction? If you answered yes to any of these questions, then this course is perfect for you!
Mapping customer journeys is a powerful technique for gaining insight into how customers interact with your business at every stage of their relationship. By viewing the experience through your customers' eyes, you can identify issues, streamline processes and improve outcomes. Whether your goal is to increase sales, minimise complaints, or enhance loyalty, customer journey mapping is a proven method to help you achieve it. The goal of this course is to teach you how to map customer journeys effectively and use those maps to drive meaningful change within your business. You cannot afford to miss this!
Over a series of short video lectures, customer experience expert Nigel Greenwood will guide you through the entire process of journey mapping - from preparation to implementation. Drawing on over 30 years of experience, Nigel will show you how to map customer interactions, identify problem areas and deliver targeted solutions that make a measurable difference.
By the end of this course, you will have the tools and knowledge to create a customer journey map, use it to identify opportunities for improvement and implement changes that foster growth and success. Enrol now to learn more!
Who Is The Course For?
- Business owners wanting to better understand their customers and improve retention
- Customer service leaders aiming to enhance the customer experience
- Operations managers looking to streamline processes and resolve inefficiencies
- Marketing professionals wanting to align messaging with customer needs
- Team leaders seeking to foster cross-departmental collaboration
- Consultants or advisors helping businesses optimise customer journeys
- Employees at all levels who want to contribute to a customer-focused culture
What you'll learn
Understand the importance of mapping customer journeys to identify touchpoints and potential issues in the customer experience.
Learn how to plan and prepare a customer journey mapping workshop involving the right people and resources.
Conduct effective customer journey mapping workshops to draft comprehensive maps highlighting customer interactions and issues.
Design and refine customer journey maps for clarity and usability, ensuring no routes cross and issues are accurately represented.
Use customer journey maps to identify, prioritise, and develop practical solutions for organisational improvements.
Implement changes effectively by focusing on communication, root cause analysis, measurement and persistence.
Embrace the aggregation of marginal gains theory to drive continuous innovation and cultural transformation within your organisation.
Sysem Requirements
Microsoft Internet Explorer or higher +is preferred, Microsoft Edge, Google Chrome latest, iPad iOS latest Tablet only, Mac OS . or . PC only Apple Safari or , Android Google Chrome latest. Course playback is not recommended for mobile phones. For optimal playback, it is also recommended that learners close all other browser windows when viewing a course.
Mapping customer journeys is a powerful technique for gaining insight into how customers interact with your business at every stage of their relationship. By viewing the experience through your customers' eyes, you can identify issues, streamline processes and improve outcomes. Whether your goal is to increase sales, minimise complaints, or enhance loyalty, customer journey mapping is a proven method to help you achieve it. The goal of this course is to teach you how to map customer journeys effectively and use those maps to drive meaningful change within your business. You cannot afford to miss this!
Over a series of short video lectures, customer experience expert Nigel Greenwood will guide you through the entire process of journey mapping - from preparation to implementation. Drawing on over 30 years of experience, Nigel will show you how to map customer interactions, identify problem areas and deliver targeted solutions that make a measurable difference.
By the end of this course, you will have the tools and knowledge to create a customer journey map, use it to identify opportunities for improvement and implement changes that foster growth and success. Enrol now to learn more!
Who Is The Course For?
- Business owners wanting to better understand their customers and improve retention
- Customer service leaders aiming to enhance the customer experience
- Operations managers looking to streamline processes and resolve inefficiencies
- Marketing professionals wanting to align messaging with customer needs
- Team leaders seeking to foster cross-departmental collaboration
- Consultants or advisors helping businesses optimise customer journeys
- Employees at all levels who want to contribute to a customer-focused culture