Workshop: Customer Journey Mapping (ENG)

Learn the need for a positive image, its impact and how to take and maintain control!

INVESTERING

NIMA Member € 700,00 (excl. btw)

Normaal tarief € 875,00 (excl. btw)

WORD MEMBER EN BESPAAR

Become a member and get 20% discount on this course! For example with our Blue Membership of € 99 you have already paid off your investment.
View all of our memberships or contact us on members@nima.nl or 020-5039300.
This training falls in line with NIMA Passe-partout. NIMA applies the NIMA Fair Acces Policy.

SPREKERS VOOR DIT EVENT

BESCHIKBARE DATA

Winning outside begins inside!

Nowadays customers' experiences are chaotic, with much switching between channels, and they really don't care which department they talk to. They/ we visit shops, phone, text, use various apps, google, and post online. There is no one homogeneous group of customers. Neither is there one single department with a complete understanding of the whole customer experience. In reality, different departments have different ideas of what customer experience means. As a result, businesses struggle to improve their products and services in ways that enable them to deliver on their brand promise and make them stand out consistently.

The 6 step customer journey mapping model

Our 6 steps Customer Journey Mapping Method is a result of years of journey mapping and leadership experience.

The 6 steps were defined based on:

An customer journey in 1 day
Easily learned
Easily shared
Output that is clear and specific
Proven quality

Impact for the organisation

Customer journey mapping is a great way to see and understand customers' experience in a short amount of time. Commonly heard reactions are ''This is a fun, surprising and inspiring method that has given us an invaluable view of what our customers need and want from us across the full journey''.

What you will gain

An end-to-end understanding of customers' day to day experience
Discovery of quick wins and longer-term improvements
Insight into pain points and moments of truth based on themes
Improves cohesion and collaboration between departments
Focus on impactful improvements of internal processes and communication

Learning objectives:

You will learn how to define and design a customer journey. During this training, you will apply different work methods enabling you to gain an understanding of what customer journey mapping entails, and how to apply best practices to your own journey map.

After the training you will:

Know what customer journey mapping in 6 steps involves;
Understand how to gather 100 to 120 touchpoints and create an overview;
Be able to identify potential improvements based on moments of truth and differentiation;
Know how to categorize themes and identify emotions in a journey map;
Be able to distinguish moments important yo your brand and those important to customers, and prioritize on this distinction.

For whom?

This workshop is designed for marketers and managers with a Bachelor working or thinking level.

AANTAL PE-PUNTEN?
8 PE-punten

Geldt alleen voor:
Register Marketeers
Senior Marketing Professionals
Senior Communication Professionals
Senior Digital Professionals
NIMA Qualified Lecturers