creaholic business model design team

Customer Journey Mapping

Every time your customers interact with your organisation, it’s an experience. Make it count.

What it covers

If customers get in touch with your organisation, they’re doing it to raise an issue: they want to buy, use or change something. Their path to doing this usually leads through a multitude of other interactions, all of which need to be designed and orchestrated.

It’s not just the quality of the product or feature itself that determines how an offering is perceived, but rather the quality of all its associated touchpoints. In order to build better customer experiences, you must first understand what customers experience, step by step, with a product or service. Only then can you come to grips with targeted measures.

Poor design can be the reason for breakdowns in processes, higher call volumes in your call centres, and lower sales. Learn how to optimise existing customer journeys or create high-quality new ones.

This course is for you, if you already know the basics of customer orientation and want to learn how you can influence customer experiences.

Course structure

We’ll begin by illuminating and structuring our own experiences. After that, a few clarifications and explanations: what do we mean by “customer journey”, by use cases, persona or emotion curve, and where are the two ends of the E2E experience chain?

Once we’ve agreed on this, we split into groups and document the customer experience chain for a specific offering, step by step and layer by layer.

We’ll discuss where you can get the necessary information, what you can determine yourself and when you should definitely ask your customers. When the current situation has been clarified, we conclude with ideas for optimising and reflect on how to transfer this experience into your everyday practice.

Takeaways

Goals of the course:

  • Learn to use Customer Journey Mapping as a tool to support transversal work in important projects.

  • Gain a better understanding of the interactions customers have with your organization, and where your problem areas and opportunities are.

  • Learn to focus resources in ways that are effective for your customers and business.

  • Learn to represent the customer journey in such a way that your employees and stakeholders will understand its value.

  • Know how to use Customer Journey Mapping to increase differentiation, loyalty and retention by meeting your customers’ needs and exceeding their expectations.

Karin Hilzinger

Inventor & Trainer

"Stop wanting to make money – start making sense and profit will follow".

Interested in this training?

We're looking forward to welcoming you to our training on Customer Journey Mapping – or perhaps building parts of this module into a customised training for your team.

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Contact us

Creaholic SA
Rue Centrale 115
2503 Biel/Bienne
Switzerland
T +41 32 366 64 44

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