1. Workshop ObjectivesCustomer Journey Mapping is the creation of a visual depiction of a customer's interactions with a firm and its goods or services across time. The workshop is a hands on session that assists firms in comprehending the customer journey and identifying improvement opportunities. This workshop is meant for those who want to obtain a better understanding of consumer behaviour, pain points, and preferences.
The upshot of the workshop is a lucid and executable strategy for improving the customer experience.
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2. Benefits of the workshopImproved customer experience: Better customer service is possible when businesses have more information about their clients' journeys and the means to address any issues that may arise. Increased customer satisfaction: Companies can boost customer satisfaction and loyalty by listening to and responding to consumer feedback about products and services. Increased revenue: An enhanced customer experience increases customer loyalty and drives revenue growth. Better alignment between departments: Customer journey mapping helps teams comprehend the customer's viewpoint and will enhance departmental cooperation. Better decision-making: Organizations can make more customer-centric choices if they have a thorough grasp of the customer journey. Improved product development: Customer journey mapping can provide insights into customer needs and preferences, which can inform product development and improvement. |
3. Business scenarios for the workshopHolistic Customer Experience View Create a holistic view of the customer experience with CJM to understand customer needs and pain points at different stages of their journey with a company. Identify Gaps in Your Customer's Journey: Examine the complete customer experience and identify any gaps, inconsistencies, or opportunities to enhance the customer journey and create a better experience Customer Experience Optimization: Identify and prioritise customer touchpoints and opportunities for optimization. Increase Customer Loyalty: Develop a strategy to reduce friction points in the customer journey and increase customer loyalty.
Define a Multi-Channel Strategy: Understand how customers interact with different channels and touchpoints and develop a multi-channel strategy. User-Centered Design: Understanding the customer journey and their needs, pain points and behaviors to create more effective and engaging products. Product Strategy: Aligning product strategy with customer needs and expectations to drive growth and customer satisfaction. |
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4. Who can participate in the workshopThe workshop is useful for
These teams and individuals are often responsible for understanding and optimizing the customer experience, and the Customer Journey Mapping exercise can help provide valuable insights into this process. |
5. Workshop Outcomes |
The Three Zones of aCustomer Journey Map
Will You Use an Assumption-First or Research-First Approach?
5 Key Steps to Customer Journey Mapping
Workshop Outcomes
Combine storytelling and visualization to create a holistic view of customer experience, unify fragmented efforts, identify points of friction, and highlight opportunities for improvement. Following a definitive framework that solves the who, what, where, when, how along with lessons learnt provides a good head-start at better understanding the journey as users engage with your company, brand, products, partners, and people.
A Journey Map helps businesses identify and strategize for key moments in the product, experience, or service and powers a better human centered approach to the business problem.
Turn journey map insights into action and experiences
6. After the workshopOur team will work offline on the data provided during the workshop and will generate the following
This may take around 6- 10 Days based on the scope of the workshop.
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