Overview
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Gain a deeper understanding of your customer. Find pain points and opportunities in the customer experience with journey mapping.
Syllabus
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Introduction
- What makes a customer loyal?
- 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
- Map your experience to the journey
- Touchpoint mapping
- Thinking, feeling, doing
- Empathy and emotion
- Tools of the trade
- Leading a journey mapping workshop
- 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
- Additional resources
