Mapping the Journey of Your Customers

Topics Covered in Course

Defining customer journey mapping
Journey map components and elements
Defining a customer touchpoint
Organizational-focused touchpoints
Customer-focused touchpoints
Example of a generic journey map
Best practices for creating effective customer journey maps
Building maps from a customer point of view
Maps that capture perceptions, goals, needs, and expectations
Example of customer stress points
Focusing on multiple touchpoints
Decision-making based on the journey map stories
Example of complex journey maps
Customer journey mapping benefits
When to leverage a customer journey map
Beyond customer journey mapping
Transforming to a customer experience organization
Putting aside old approaches
Example of new approach versus old
Putting rapid process digitization into action
Scaling up
Personify target customers
Plotting a customer path
Compare expectations to reality
Isolate roadblocks
Finding the customer turning point
Taking action

Templates Included

Consolidated Maps
Digitization Diagram
Example of a Wealth Mgmt Journey Map
Example of Expectations and Perception Map
Example of Stress Points
Journey Map Performance Indicators
Journey Mapping Example Outline

Detailed Course Description

Your customers are essential to the success of your business. Customer Experience (CX) journey maps are arguably the most important instrument for capturing your customer's true interactions with your company brand. Discover your customers and their experiences through various personas throughout multi-channel touch points.

A customer journey map tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship.

This online course will teach you how to perform customer journey mapping to identify and capture key interactions that a customer has with your organization and the touch points they are experiencing. Every customer is on a journey, yet companies treat each customer interaction as if it's an isolated event. This online course will also teach you that in order to improve your overall customer experience, companies must understand and cater to their customer's entire journey.

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When you successfully pass a test you will obtain a Course Completion document (this proves you took, and passed, that specific course). Collect the specific Course Completion documents for any given SME roadmap - when all are obtained for a given SME roadmap, submit those documents to management@voiceofthebusinessacademy.com in one email and we will issue you a Subject Matter Expert personalized certificate.

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