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Experience
Mapping
"Learning
where and how to make a difference"
If it can’t be
measured it can’t be managed. This is true
of most things in business.
So to manage customer experiences we have to
have a simple but effective means
of measuring them.
This workshop will
show how to Identify the many “customer’
journeys” with your
organisation.
This is the essential first
step to a true understanding of what it is
like for customers each time
they do
business with you! It will show how to
identifytheir key expectations, whether or not
they
are being met, and where you have
opportunities to beat your competitors by
being better
at the things that really
matter
to customers.
During 1-day with an
experienced facilitator delegates will
learn:
The key
“Stages”, “Elements” and “Experiences”
of your customers’ journeys
How to identify
the influential Ouch or Wow experiences
Ways to Identify
the key areas for customer feedback
What
to do with the knowledge and insights
this provides
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