CUSTOMER JOURNEY MAPPING COURSE

Put your customer at the heart of your business. Create a compelling customer experience for both B2C and B2B audiences using analytics and insights.

Learn how to use customer research, analytics and the different tools that will help you draw insights from data to create a compelling customer experience. Learn how to put your customers at the centre of your marketing.

COURSE OUTCOMES:

» Identify and understand your key audience segments, determine what type of journeys to map (B2B, B2C, acquisition, retention)

» Develop a detailed customer journey for these segments and understand what key customer journeys drive your business

» Validate your journeys through research and data, and extend your customer journeys to become experience maps that include channel, content, and functionality requirements

» Understand how your experience maps can then feed into channel plans, content plans and CRM strategies that are fundamentally customer-centric

COURSE COVERS:

» Deeply understand your customers and how they interact with your category and product

» A range of templates covering all aspects of the process; templates and framework for customer segmentation, persona, customer journey maps and experience maps

» Examples and case studies of customer journey mapping and subsequent business outcomes

» Develop the framework for your own customer journeys