£325.96 – £604.48

Customer Journey Mapping - Made Easy (Manchester)

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Manchester City

United Kingdom

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HOT HIGHLIGHTS

In this training event we introduce Quality Guru, Robert Sullivan previously faculty member at an Institute of Quality Assurance, 'Centre of Excellence', international academic, trainer, consultant and business person. Sullivan rarely has the opportunity to present at training events due to his international commitments but we have secured a few dates for you.

So why is Customer Journey mapping important and so 'in the news' at present?

Meeting or exceeding customers’ expectations is essential if the customer is to enjoy the experience , return and tell others about their positive experiences.

Whether you are in the private, public or third sectors that is vital.

In many of the Quality Standards and in particular the Customer Service Excellence Standard, Customer Journey Mapping is becoming essential.

Customer journey mapping training is vital to help any service provider understand the customers’ experience and how this should be translated into great customer service.

This customer journey mapping training course will help you to understand the concept of customer journey mapping, when and why to use it and develop the skills to undertake customer journey mapping for yourself.

Most importantly we take what other make complex and make it simple and easy to use.

Who is the course for?

customer service managers, business development managers, internal or external consultants. siness owners and those with responsibility for ensuring that customers are receiving the value and benefit from you throughout their lifetime.


Key highlights :

  • What is customer journey mapping?

  • Whose and which journeys should we map?

  • Stages in Customer Journey Mapping:

    Stage 1 – Scoping the work, setting the context, Terms of Reference

    Stage 2 – Tracking the customers, understanding customer insight, Engaging Customers

    Stage 3a – Making your map

    – Identifying customer touch points

    – Steps in making your map

    – Meeting needs and expectations: current and future

  • Stage 3b – Customer Journey Mapping Practical

    Mapping a sample journey

  • Stage 4 – Decisions and action planning (presenting and sharing findings, prioritising)

  • Stage 5 – Evaluating results and driving change. Top-down and bottom-up change agenda

  • Stage 6 - Using your Maps and identifying how to measure satisfaction at touchpoints

Extra Value

As an additional FREE but great added value gift we are developing your own personalised training on Sullivan's Virtual Learning Platform. This gives you FREE 6 months access to slides, online learning and the ability to chat online to top trainers, fellow attendees and much much more. A great ongoing support where you can 'check out' issues as you start to use your Customer Journey Mapping Skills.

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You need to book NOW as places are very very limiuted to secure the best learning environment. Course fees will also increase in the near future.


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