Customer Experience: Journey Mapping
50mIntermediate2022-01-21
Authors
Jeannie Walters
Speaker, Writer, and Consultant specializing in customer experience
Course details
If you strive for a customer-centric culture, you have to understand the customer's journey—every step of the way. Customer journey mapping is a powerful way to find pain points and opportunities in your customer experience. This course gives organizations a resource to plan their entire customer service program, and create maps that reflect each of the customer's touchpoints with your company. Certified Customer Experience Professional (CCXP) Jeannie Walters shows how to set up a customer journey mapping program for success, introduces tools and techniques to execute the journey mapping process, and explains how to go deeper to test your understanding and take action.
Learning objectives
Explain the characteristics of a customer journey map.
Identify the group of people best suited to validate the findings of a customer journey map and to get additional input.
Summarize the importance of touchpoints when creating a customer journey map.
List the steps in the process of building a customer journey map.
Recognize examples of “moments of truth.”
Learning objectives
Explain the characteristics of a customer journey map.
Identify the group of people best suited to validate the findings of a customer journey map and to get additional input.
Summarize the importance of touchpoints when creating a customer journey map.
List the steps in the process of building a customer journey map.
Recognize examples of “moments of truth.”
Skills covered
Customer Service ManagementCustomer ServiceDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - What makes a customer loyal
1. Prepare to Map the Customer Journey
- 02 - Why bother with journey mapping
- 03 - Define the scope of your customer journey map
- 04 - Define your customer
- 05 - Step into your customer's shoes
- 06 - Review the available data
- 07 - Gather the right team
2. Build Your Customer Journey Map
- 08 - Map your experience to the journey
- 09 - Touchpoint mapping
- 10 - Thinking, feeling, doing
- 11 - Empathy and emotion
- 12 - Tools of the trade
- 13 - Leading a journey mapping workshop
3. Use Your Customer Journey Map
- 14 - Best ways to use your customer journey map
- 15 - Bring data and metrics into your customer journey map
- 16 - Highlight moments of truth
- 17 - Validate your customer journey map with customers
- 18 - Taking action on customer pain points
Conclusion
- 19 - Additional resources