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Customer Journey Mapping

Date: February

Customer journey mapping is a visual representation of the customer’s experience with the company, starting from the moment he learns about its existence for the first time (an outdoor poster or a pop-up ad that can be displayed on a site he visits), followed by the request for information, purchase of the services/products, and ending with the after-sales moments.

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Duration
2 days

Field
Customer Experience, Management

Format
Offline

Institution
Customized

Language
English

Price
Customized

Duration
2 days

Field
Customer Experience, Management

Format
Offline

Institution
Customized

Language
English

Price
Customized

Who is the course for?
Customized

Benefits & Tools

The map includes the "touch points" between the client and the company, identifying the states (with emphasis on the emotional ones) in which he may be, the "pain points" he has and the actions he undertakes, placed in a logical and chronological sequence.

Acquired Knowledge & Skills

What does service excellence mean?
Customer Journey. The mindset of a Brand Ambassador – self-awareness, self-assessment, social awareness, relationship management
Understanding the role of a Brand Ambassador/Concierge
The elements that create EXPERIENCE for the customer – the tools that a Brand Ambassador can use
Profiling the customer: Knowing and understanding the client and his needs
Performing/Staging: Practical methods of service excellence, "Best practices" examples
Better alignment of departments | partners | all stakeholders involved in the customer's journey