Customer Journey Mapping Masterclass - Walking in Your Customer's Shoes
A Full-Day 'Applied Skills Masterclass' Event - Certainly not to be missed by anyone wanting to understand the practical application of Customer Journey Mapping as a tool for enhancing your customer’s holistic experience with your business
How do your customers perceive and experience your brand, your products, your services? Do you really know what they are thinking and saying about your business? Delivering products and services your customers love, are loyal to, and are happy to refer people to, requires insight and purposeful design. Understanding your customers' experience, as they perceive it, requires you to re-focus your perspective to that of your customer. In a sense to gain an empathetic comprehension of your customer ‘point of view’ by ‘taking a walk in your customer’s shoes’ as they interact with your business
A unique and highly practical 'Applied Skills Masterclass' workshop
In this unique and highly practical 'Applied Skills Masterclass' workshop we will guide you through the customer journey mapping process and provide you with the practical tools to support you in gaining deeper understanding and insight into your customer’s holistic experience as they engage with your business. Across the day you will be actively involved in developing and constructing a working customer journey map as a step by step depiction of what your customer is thinking, feeling and doing as they interact and engage with your brand, products and services
In this masterclass you will learn to:
Understand Customer Journey Mapping within the broad concepts and processes of Customer-Centric thinking, service design and experience design
Recognise the different types of Customer Journey Maps and their uses
Create Customer Journey Maps as a unique depiction of the experience that your business delivers from the perspective of your customer.
Use Customer Journey Mapping to clarify which particular 'journey' your various customers experience.
Use Customer Journey Mapping as a core tool for revealing the gaps between your customer's expectations and their perceptions of the actual experience at key ‘moments of truth’ along their journey
Use Customer Journey Mapping to identify opportunities and improvements around 'broken experiences' and customer 'pain points' across booking and communication channels, customer interactions and touchpoints in the backend of your business
Implement Customer Journey Mapping to effectively communicate the how, why, what and when of your customer's experience with your management and staff, which is key to driving experience initiatives and breaking down internal corporate silos
This workshop includes:
Full Day Masterclass Workshop
Practical Workshop Workbook
Practical Customer Journey Mapping Templates
Access to our Support Materials Website Portal
Morning Tea, Working Lunch, Afternoon Tea
Who should definitely attend this Masterclass?
Executives, managers, key staff members and individuals who are responsible for delivering or improving customers’ experiences, including business leaders, customer service managers, product and service managers, marketing managers, sales managers and team members who want take their businesses or organisations to the next level in customer satisfaction, delivering a great value proposition and gaining a competitive edge
This Masterclass workshop is perfect for anyone working in; Hospitality, Tourism, Travel, Retail, IT, Government, or any other industry sector that competes in the marketplace on the quality of the delivery and perceptions of their services and experiences
Reserve your Place Today! - Places in this High Impact and Innovative Masterclass Are Strictly Limited!
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