Course Duration:
ONE DAY

Mapping Customer Journey

Client insights, experiences and perspectives. As business environments change, client expectations evolve and new markets emerge, understanding customer experience and mindset has never been more important.

This insightful course is designed to help your organisation “walk a mile in your customers’ shoes” and see your organisation, services and culture from a new, client-centric perspective.

Each participant will learn to build their own unique customer journey map, which is a visual representation of the buyer/user journey and capturing each of the touchpoints. This process empowers a more strategic approach to customer service, product improvement, communication and optimising customer experiences.

Topics include:

  • Customer mapping process
  • Your unique buyer journey
  • Client touchpoints
  • Optimising engagement
  • Areas of confusion or disengagement
  • Enhancing and streamlining customer experience
  • Empathy with customer needs and perspectives
  • Communications and messaging
  • Associated service improvements

This course includes

  • Engaging, up-to-date materials.
  • Take-home reference package and free online resources.
  • All day catering and beverages - with dietary needs catered for.
  • Certificate of attendance.

Individual bookings

See our calendar for all scheduled courses & book a space online now.

Group bookings

If you have a team/group of people that require training, feel free to book online on any upcoming public course. However, we can also provide dedicated courses just for you - at our premises or yours - from our catalogue or bespoke. Please contact us so that we can discuss your exact needs.

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