Exploring Customer Journey Mapping

  • 7 Videos | 31m 53s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
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To understand the different feelings and cognitive processes a customer undergoes when dealing with your organization, you need a tool that can document every step of their experience. Customer journey mapping is one such tool, and is essential in helping you understand customer needs and define problems highlighted by their experiences. In this course, you’ll discover how to create a customer journey map, a customer-centric problem solving tool that can enable you to brainstorm effective solutions to key customer pain points. You’ll also explore how to recognize and prioritize specific actions to improve your customer focus while avoiding common mapping mistakes.

WHAT YOU WILL LEARN

  • identify the benefits of customer journey mapping
    describe how to establish a team to create the customer journey map
    identify the steps to draft a customer journey map
  • identify the steps to update and complete the customer journey map
    identify factors that influence the prioritization of actions from a customer journey map
    recognize how to avoid common mistakes in customer journey mapping

IN THIS COURSE

  • Playable
    1. 
    Exploring Customer Journey Mapping
    45s
    UP NEXT
  • Playable
    2. 
    Understanding the Customer's Experience
    4m 19s
  • Locked
    3. 
    Establishing the Goal and the Team
    3m 19s
  • Locked
    4. 
    Drafting a Customer Journey Map
    3m 43s
  • Locked
    5. 
    Completing the Customer Journey Map
    3m 12s
  • Locked
    6. 
    Prioritizing Actions from a Customer Journey Map
    4m 13s
  • Locked
    7. 
    Avoiding Common Mistakes in Customer Journey Mapping
    3m 22s

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

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Digital badges are yours to keep, forever.

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