Customer Experience: Journey Mapping

Offered By: LinkedIn Learning

Tags

Customer Service Courses Empathy Mapping Courses Journey Mapping Courses Customer Experience Courses Customer Loyalty Courses

Course Description

Overview

Gain a deeper understanding of your customer. Find pain points and opportunities in the customer experience with journey mapping.

Syllabus

Introduction

What makes a customer loyal?

1. Prepare to Map the Customer Journey

Why bother with journey mapping
Define the scope of your customer journey map
Define your customer
Step into your customer's shoes
Review the available data
Gather the right team

2. Build Your Customer Journey Map

Map your experience to the journey
Touchpoint mapping
Thinking, feeling, doing
Empathy and emotion
Tools of the trade
Leading a journey mapping workshop

3. Use Your Customer Journey Map

Best ways to use your customer journey map
Bring data and metrics into your customer journey map
Highlight moments of truth
Validate your customer journey map with customers
Taking action on customer pain points

Conclusion

Additional resources

Taught by

Jeannie Walters

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