TRANSFORM YOUR ORGANIZATION BY IMPLEMENTING A CUSTOMER JOURNEY
The customer journey is a powerful tool for analyzing your organization and aligning your customer experience with your strategy. It maximizes the impact of your efforts.
What you'll learn:
- Understand the importance of customer journey mapping for a more impactful customer experience.
- Identify the key stages in the customer journey and position efforts in the right place.
- Master data collection techniques to map the route.
- Measure, analyze and interpret mapping results.
- Combining brand strategy and customer journey
- Designing processes, products and services with greater impact thanks to customer journey mapping
Acquired skills:
- Customer Journey Management
- Interviews and data collection
- Data analysis
- Measuring performance
There are 5 modules in this course
Audience: Product, marketing or sales managers
Prerequisites: None
Duration: 5 days (splitable)
Price: please contact us
Mapping the customer journey Module 1 - 1 day
Pedagogical objectives
- Understand the importance of customer journey mapping for a more impactful customer experience.
- Identify the key stages in the customer journey and position efforts in the right place.
- Master data collection techniques to map the route.
- Measure, analyze and interpret mapping results.
- Designing processes, products and services with greater impact thanks to customer journey mapping
Training program
Introduction to customer experience mapping
- The importance of measuring and understanding the customer journey
- Journey mapping: identifying contact points and improving the experience
Steps in creating a customer experience map
- Identify key stages in the customer journey.
- Data collection: interviews, surveys, feedback, etc.
- How to transform data into measurable, understandable information.
- Integrate data into your cartography.
Create a visual map with measurable elements
- Tools and methods for mapping customer paths.
- The importance of clarity and simplicity in visual representation.
- Use software to create diagrams and infographics.
Customer experience analysis and optimization
- Analyze mapping: strengths and opportunities for improvement.
- Identify the obstacles that customers may face at each stage, and your organization’s efforts to streamline processes.
- How to integrate customer feedback to refine and improve customer journeys.
Communication and mapping implementation
- Present maps to stakeholders.
- Integration of mapping into sales processes and development activities.
- Best practices to ensure that identified improvements are effectively implemented and monitored over time
Other information
- In-class or distance learning
- feedback
- reading
Collect data to enrich your CX approach Module 2 - 1 day
Pedagogical objectives
- Evaluate the data collected via IT systems that can influence the design of the customer journey.
- Identify key stages in the customer journey and analyze data to improve the Customer Experience.
- Acquire skills to personalize the customer journey using data
Training program
Introduction to the use of data in customer journey design
- Customer journeys and the impact of IT data.
- The different data sources
- Tools for analyzing data and optimizing customer paths
Ethics and confidentiality in data use
- Ethical considerations when using data
- Data protection measures and regulations to be complied with.
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Best practices to ensure confidentiality and transparency in data use.
Data during the customer journey
- Use data to analyze the customer experience
- The use of monitoring and management tools to optimize data management.
- Measure the effectiveness of changes made to the customer journey.
Use cases in customer journey design
- Use data to improve the recruitment and integration process.
- Customize professional development and mobility plans.
- Succession and talent development plans thanks to data analysis.
- In-class or distance learning
- 1 feedback
- reading
Analyze and improve your customer journey Module 3 - 1 day
Pedagogical objectives
- Understanding the fundamentals of the customer journey
- Analyze the current customer journey
- Identify Areas for Improvement
- Implement corrective actions
Training program
Performance Indicator Fundamentals
- Introduction to performance indicators.
- Link between performance indicators and customer satisfaction.
- Selection of relevant indicators.
- Examples of best practice.
Set-up and Practical Use
- Implementation of a measurement system.
- Dashboard design.
- Analysis of results.
- Using indicators to optimize the customer journey.
- Case studies and practical exercises.
- In-class or distance learning
- quiz
- 1 feedback
- readings
Connecting your brand strategy and your customer journey Module 4 - 1 day
- Brand Strategy Fundamentals and Customer Journey Analysis
- Development, Measurement and Optimization
- In-class or distance learning
- quiz
- 1 feedback
- readings
Setting up performance indicators for your course Module 4 - 1 day
Pedagogical objectives
- Understanding the fundamentals of the customer journey
- Analyze the current customer journey
- Identify Areas for Improvement
- Implement corrective actions
Training program
Performance Indicator Fundamentals
- Introduction to performance indicators.
- Link between performance indicators and customer satisfaction.
- Selection of relevant indicators.
- Examples of best practice.
Set-up and Practical Use
- Implementation of a measurement system.
- Dashboard design.
- Analysis of results.
- Using indicators to optimize the customer journey.
- Case studies and practical exercises.
- In-class or distance learning
- quiz
- 1 feedback
- readings
Other information
Training methods: Synchronous, face-to-face or distance learning
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