Exploring Customer Journey Mapping
Everyone
- 7 videos | 22m 53s
- Includes Assessment
- Earns a Badge
- CPE
- PMI PDU
To understand the different feelings and cognitive processes a customer undergoes when dealing with your organization, you need a tool that can document every step of their experience. Customer journey mapping is one such tool, and is essential in helping you understand customer needs and define problems highlighted by their experiences. In this course, you'll discover how to create a customer journey map, a customer-centric problem solving tool that can enable you to brainstorm effective solutions to key customer pain points. You'll also explore how to recognize and prioritize specific actions to improve your customer focus while avoiding common mapping mistakes.
WHAT YOU WILL LEARN
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Identify the benefits of customer journey mapping
Describe how to establish a team to create the customer journey map
Identify the steps to draft a customer journey map -
Identify the steps to update and complete the customer journey map
Identify factors that influence the prioritization of actions from a customer journey map
Recognize how to avoid common mistakes in customer journey mapping
IN THIS COURSE
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45sIn this course, you'll learn how customer journey mapping can provide your organization with solid insights into customers' experiences. And how to recognize and prioritize specific actions to take to improve their experience, while avoiding common mapping mistakes. FREE ACCESS
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4m 19sCustomer journey maps, or CJMs, are visual representations like an info-graphic, typically in the form of a timeline of the process a customer follows to achieve a goal. It’s the story of the customer’s journey from start to finish and includes all interactions or touch-points with your company. In this video, you'll learn the benefits of creating a customer journey map. FREE ACCESS
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3. Establishing the Goal and the Team3m 19sBefore your organization creates a customer journey map, you need to identify its objective. What business goal will the map support? Who'll use it and why? In this video, you will learn about the guidelines for assembling a cross-disciplinary team for creating a customer journey map. FREE ACCESS
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4. Drafting a Customer Journey Map3m 43sOnce the goal is established for a customer journey map, and a team assembled, work can start on drafting the actual CJM. In this video, you will learn how to gather data, both analytical and anecdotal. FREE ACCESS
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5. Completing the Customer Journey Map3m 12sOnce a customer journey map has been created, it’s time to fill in information gaps and validate or correct any assumptions. Conducting customer research is the first step of the process. FREE ACCESS
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6. Prioritizing Actions from a Customer Journey Map4m 13sOnce a customer journey map has been completed, it’s time to focus on the opportunities it has on earth. What actions does it suggest your organization needs to take to improve the customers experiences? A number of factors influence the way you approach these. In this video, you will learn how to prioritize actions from a customer journey map. FREE ACCESS
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7. Avoiding Common Mistakes in Customer Journey Mapping3m 22sSeveral common mistakes can prevent an organization from realizing the benefits of customer journey mapping. Once a CJM team is assembled, these must be communicated so they can be avoided. In this video, you will learn about the common mistakes that prevent organizations from realizing the benefits of customer journey mapping. FREE ACCESS
EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE
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