YoVDO

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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