Exploring Customer Journey Mapping
Everyone
- 8 videos | 25m 53s
- Includes Assessment
- Earns a Badge
- CPE
In today's rapidly evolving digital landscape, understanding your customers' experiences is more crucial than ever. This course is designed to equip you with the essential skills to map and analyze the customer journey, helping you enhance customer experiences and drive meaningful digital transformation within your organization. In this course, you'll learn about the importance and benefits of customer journey mapping and the critical factors that influence customer satisfaction and loyalty. You'll also learn how to define clear objectives and assemble a cross-functional team to guide the journey-mapping process. You'll explore the steps to draft a comprehensive customer journey map and how to refine and validate the journey map. Finally, you'll discover how to prioritize actions based on the journey map and the importance of regularly updating your map to stay aligned with evolving customer behaviors and expectations.
WHAT YOU WILL LEARN
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Discover the key concepts covered in this courseRecognize the importance and benefits of customer journey mappingIdentify how to establish a team to create a customer journey mapIdentify the steps to draft a customer journey map
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Identify the steps to update and complete the customer journey mapIdentify factors that influence the prioritization of actions from a customer journey mapRecognize how to avoid common mistakes in customer journey mappingSummarize the key concepts covered in this course
IN THIS COURSE
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2m 38sIn 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
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3m 27sCustomer 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
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3m 22sSetting 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
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3m 34sCreating 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
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4m 7sFinalizing 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
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3m 6sTurning 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
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3m 27sAvoiding 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
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2m 11sIn this video, you'll review and reflect on what you've learned in the course Exploring Customer Journey Mapping. FREE ACCESS
EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE
Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.
Digital badges are yours to keep, forever.