INTRODUCTION TO CUSTOMER JOURNEY MAPPING

Power up your customer experience through understanding who your customers are and what their experience truly looks like.

Learn to understand and connect with your customers on a deeper level through building your customer personas and journey maps.
Facilitated by Melissa Davies, this 3 x 2 hour module programme  (ran on Tuesday 22 October, Wednesday 30 October and Wednesday 6 November) will build your capability to retain customers and grow your business.

This workshop will equip you to:

  • Gain an in-depth understanding of who your customers are
  • Learn how to start creating customer persona’s / profiles
  • Understand how their customers interact with your brand / company across all touch points
  • Understand how to use these tools/strategies to better connect with your customers and improve your customer touch-points, processes and services

Note this is a hands-on programme will see you crafting a journey map from the point of view of real people / personas that interact with your brand, as such you will be tasked with collating customer data and insights between module 1 and module 2.


Module 1 – Introduction to Customer Journey Mapping and Persona’s (Tuesday 22 October)

  • Overview of the inter-relatedness of marketing, sales and customer experience
  • Explore consumer behaviour / trends - customers today and how they’re changing
  • Discover how leading companies use customer experience as a critical competitive advantage
  • Understand who your customers are – an introduction to persona mapping
  • Tell the story of your customers journey with your brand / business
  • Homework list – identifying data to prepare ahead of module 2


Module 2 – Create Your Customer Personas (Wednesday 30 October)

  • Persona mapping in action – in this session we will surface and document the needs and expectations of your customers, through understanding how they make their purchasing decisions


Module 3 – Map Your Customers Journey (Wednesday 6 November)

  • Touch-point mapping in action – now that we know who your customers are, we’ll explore the journey they take when interacting with your company, from awareness - to purchase - to long-term loyalty. Understanding pain points and opportunities for an effective customer experience.
  • Explore technology, tools, channels to boost customer experience– which ones to use, why and how
  • Bringing it all together

YOU’LL LEARN TO:

  • Understand who your customers are
  • Start creating customer persona’s / profiles
  • Develop a customer journey map and understand how your customers interact with your brand / company across all touch-points
  • Understand how to use these tools/strategies to better connect with your customers and improve your customer touch-points, processes and services

 SO YOU CAN:

  • Get into the minds of your customers and create a customer experience that truly reflects their needs through creating persona profiles and mapping your end-to-end customer journey.

WHO IS THIS COURSE FOR?

  • Anyone looking to increase their understanding of their customers and enhance their customer experience

PRICING:

Member: $549 + GST
Non-Member $799 + GST

Note: Attendees will need to bring along a laptop and access to their business Facebook account.

When
22/10/2019 1:00 PM - 6/11/2019 3:00 PM
Where
57 Kilmore Street CHRISTCHURCH 8013 NEW ZEALAND
 

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