Introduction to Customer Journey Map Framework for Product-based Businesses

Decision Monday

You know how designing business processes to line up with customer experience can take up a lot of time. In need of some help?

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For an owner of a product-based business, it can mean spending time while not knowing if efforts are being focused in the right areas. One tool or framework that you can use is called the Customer Journey Map. A customer journey map is a visualisation of your customers’ interactions with your brand and with different touchpoints in your business.Creating a customer journey map helps you to anticipate customers’ expectations pre, during and post purchase decision. It helps you to examine how customers feel at each touchpoint, so you can avoid potential issues ahead of time, discover key information to make better decisions and improve business processes and ultimately, increase your customer retention. *In this practical 1-hour introductory seminar (including Q&amp;A) we will go through the principles of the Customer Journey Map framework, so you start to work on actions that you can implement in your business.<blockquote>* New research from Salesforce on the State of Customer Experience shows 80% of customers now consider their experience with a company to be as important as its products.</blockquote>

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