Fundamentals of Customer Journey Mapping
How to set up a customer journey mapping program for success
Steps in the process of building a customer journey map
Characteristics of a customer journey map
Understand your customers better, and personalize communication better
Understand the customer journey from a specific persona's perspective so you can design a better experience
Requirements
no knowledge or prior experience is need to take this course
Description
A customer journey map is a visual representation of the customer journey (also called the buyer journey or user journey). It helps you tell the story of your customers' experiences with your brand across all touchpoints.
In this course, you will learn the fundamentals of customer journey mapping. You will learn how to set up a customer journey mapping program for success. We will go through how to map the journey for and with your customers.
We will also get into tools and techniques to execute the journey mapping process, and explains how to go deeper to test your understanding and take action.
We'll get into tips of the best ways to create a journey map that reflects the reality of your customer experience and share ideas and tips to help you not only create the map, but the best ways to use it in your customer-first culture.
"Take a walk in your customers' shoes" isn't just a phrase; it's a necessary process that positively impacts your business if done the right way. If you're wondering how to get into your customers' minds, the most effective way to do so is through customer journey mapping. Get started with creating your customer journey maps.
Understand the customer journey from a specific persona's perspective so you can design a better experience.
Customer journey mapping creates a visual representation of what your customers go through with your brand or product. It helps to understand how your customers see your brand, how they interact with your products and gain insight into the pain points they're facing that keep them from purchasing. Customer journey mapping ensures that you address customer issues for a smooth experience.
By the end of this course you will have a solid understanding of customer journey mapping.
Who this course is for
Manager
Businesses
Customer Service
Screenshots

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