Mapping and Analyzing Customer Journeys

IN THIS COURSE

• 1.  Mapping and Analyzing Customer Journeys
  2m 38s
  In today's rapidly evolving digital landscape, it's crucial to understand your customers' journey. In this video, you'll be introduced to the key concepts that will be covered in this course. FREE ACCESS
• 2.  Understanding the Customer's Experience
  3m 27s
  Customer journey mapping can help you enhance your customers' experiences and drive meaningful digital transformation within your organization. In this video, you'll learn about the importance and benefits of customer journey mapping, the significance of customer experiences in shaping customer perceptions and loyalty, and key factors influencing customer satisfaction. FREE ACCESS
• 3.  Establishing the Goal and the Team
  3m 22s
  Setting clear objectives and assembling the right team are critical steps in the customer journey mapping process. In this video, you'll learn about the importance of defining clear goals for your project, identifying key stakeholders, and establishing roles and responsibilities within a cross-functional team. FREE ACCESS
• 4.  Drafting a Customer Journey Map
  3m 34s
  Creating a detailed customer journey map requires a step-by-step approach. In this video, you'll learn about the steps to outline the stages of the customer journey, from awareness to post-purchase. You'll also learn how to document all customer touchpoints and incorporate customer thoughts, feelings, and actions at each stage. FREE ACCESS
• 5.  Completing the Customer Journey Map
  4m 7s
  Finalizing your customer journey map involves careful review and refinement. In this video, you'll learn about the steps to update and complete the journey map, review and refine it for completeness, and validate it with team members and stakeholders to gather valuable feedback. FREE ACCESS
• 6.  Prioritizing Actions from a Customer Journey Map
  3m 6s
  Turning insights from your customer journey map into actionable plans is essential for enhancing customer experiences. In this video, you'll learn about the factors that influence the prioritization of actions from a customer journey map. You'll also learn about the key pain points and opportunities for improvement and how to develop actionable strategies and rank actions based on impact and feasibility to prioritize implementation efforts. FREE ACCESS
• 7.  Avoiding Common Mistakes in Customer Journey Mapping
  3m 27s
  Avoiding common pitfalls can make your customer journey mapping efforts more effective. In this video, you'll learn about some common mistakes such as failing to validate assumptions and creating overly generic maps. You'll also learn about the importance of regularly updating your map to reflect changing customer behaviors and expectations, ensuring it remains a valuable tool for continuous improvement. FREE ACCESS
• 8.  Course Summary
  2m 11s
  In this video, you'll review and reflect on what you've learned in the course Exploring Customer Journey Mapping. FREE ACCESS