Exploring Customer Journey Mapping

Everyone
  • 7 videos | 22m 53s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
Rating 4.3 of 1578 users Rating 4.3 of 1578 users (1578)
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

  • 45s
    In this course, you'll learn how customer journey mapping can provide your organization with solid insights into customers' experiences. And how to recognize and prioritize specific actions to take to improve their experience, while avoiding common mapping mistakes. FREE ACCESS
  • 4m 19s
    Customer journey maps, or CJMs, are visual representations like an info-graphic, typically in the form of a timeline of the process a customer follows to achieve a goal. It’s the story of the customer’s journey from start to finish and includes all interactions or touch-points with your company. In this video, you'll learn the benefits of creating a customer journey map. FREE ACCESS
  • Locked
    3.  Establishing the Goal and the Team
    3m 19s
    Before your organization creates a customer journey map, you need to identify its objective. What business goal will the map support? Who'll use it and why? In this video, you will learn about the guidelines for assembling a cross-disciplinary team for creating a customer journey map. FREE ACCESS
  • Locked
    4.  Drafting a Customer Journey Map
    3m 43s
    Once the goal is established for a customer journey map, and a team assembled, work can start on drafting the actual CJM. In this video, you will learn how to gather data, both analytical and anecdotal. FREE ACCESS
  • Locked
    5.  Completing the Customer Journey Map
    3m 12s
    Once a customer journey map has been created, it’s time to fill in information gaps and validate or correct any assumptions. Conducting customer research is the first step of the process. FREE ACCESS
  • Locked
    6.  Prioritizing Actions from a Customer Journey Map
    4m 13s
    Once a customer journey map has been completed, it’s time to focus on the opportunities it has on earth. What actions does it suggest your organization needs to take to improve the customers experiences? A number of factors influence the way you approach these. In this video, you will learn how to prioritize actions from a customer journey map. FREE ACCESS
  • Locked
    7.  Avoiding Common Mistakes in Customer Journey Mapping
    3m 22s
    Several common mistakes can prevent an organization from realizing the benefits of customer journey mapping. Once a CJM team is assembled, these must be communicated so they can be avoided. In this video, you will learn about the common mistakes that prevent organizations from realizing the benefits of customer journey mapping. FREE ACCESS

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

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