Customer Journey Mapping: practical step-by-step workshop

Customer Journey Mapping: practical step-by-step workshop

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.

Understand your customers | Unpack and map needs and expectations along their buying lifecycle | Excel on CX delivery

Url: View Details

What you will 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.

Rating: 3.6

Level: All Levels

Duration: 2 hours

Instructor: Giovanna Toldi