DISCOVER THE BASICS OF DELIVERING GREAT CUSTOMER EXPERIENCE
Customer Journey Mapping is an increasingly important process for understanding consumers and their attitudes, needs and pains across their interaction with your business. Done well, it gives marketers the foundations to design and communicate customer-centric products and services, alleviate moments of pain and deliver better customer experiences. The commercial rationale is compelling: better customer experience means more loyal customers and better customer lifetime value.
This course aims to move beyond the jargon and equip you with a practical and proven framework for building and embedding Customer Journey Mapping with your organisation. Within this course we will explain techniques to get closer to customer needs and provide hints, tips and typical pitfalls to make your Customer Journey Mapping as effective as possible.
Customer Journey Mapping is a process that you can’t afford to ignore. Book now to equip yourself with solid foundations and practical tools and templates that you can apply in your organisation.
At the end of this course you will be able to:
- Understand what CJM is and why it's important
- Develop the 5 layers of a great customer journey map
- Create and apply personas for journey mapping
- Understand how personas differ from segments
- Ensure your journey maps are useful, usable and used
- Use data to support CJM development
- Avoid the 8 common CJM pitfalls
Who should attend?
- Heads of Marketing and Senior Marketing Managers
- Customer Experience Managers
- Marketing communications specialists
- Brand and product managers
- Heads of Customer Acquisition
- Loyalty Marketing Managers
- Marketing consultants
Your questions answered
How big is the class size?
The maximum class size is typically around 15-20, depending on the venue. This helps to create a supportive learning environment with plenty of one-on-one instruction as well as facilitating energetic dialogue within the group.
Do I need to bring anything?
No, although it would be helpful to come with any live examples of customer journey mapping challenges you are facing. During the day you will have the opportunity to discuss these with the course leader, or get other particpants input if appropriate.
Are refreshments provided?
Tea, coffee, water and refreshments will be provided on arrival and throughout the day. A light lunch will be available to delegates.
What if I need to cancel?
100% refunds are offered for delegate cancellations made at least 7 days before the course date. After that date no refunds will be available, although you may be able to transfer your attendance to another date, subject to availability and the discretion of the organiser. If you wish to transfer your booking to another delegate, that is fine, but please inform the organiser if this situation arises. The best advice is to make sure you can definitely attend the training before booking!
In the extremely rare event that a training course has to be cancelled due to unforeseen circumstances you will be offered a choice of 100% refund OR the opportunity to attend an alternative workshop event. Refunds will be limited to registration costs. Conduit Data Services Ltd is not liable for any other costs incurred, such as travel or accommodation costs.