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Customer journey mapping
Ever wondered what it’s like to be one of your customers or residents? Ever test-driven your service or asked one of your customers in detail how it was for them?
Customer journey mapping
Listening to residents’ views and acting on them is exactly what the Green Paper is looking for. How can you possibly know what your residents want, their priorities and how they feel when things don’t go as smoothly as they should do for them? All you need to do is to ask the right questions.
Journey mapping is the only way to truly understand the “customer experience”. It doesn’t have to be complicated, you don’t need to spend vast sums of money, you can make it part of your continuous improvement and insight-gathering processes. It's simple and easy once you know the basics.
Mapping isn’t just about your customers’ or residents’ experience. This tool can be used for all cross-cutting or inter-departmental services. You can use mapping for making decisions relating to people, infrastructure and budgets. It can also be used for developing new services so you ‘design out’ those annoying issues and get the service right even before it’s started.
What is it?
Customer Journey Mapping is a fully experiential customer experience programme that will enable delegates to understand, deep dive into, design and remove blockers from their current customer experience levels.
Why is it important?
Competitive edge through customer experience is more important than ever but more than this, customer expectations of a great experience are higher than ever. If organisations don’t get this right the consequences range from lost revenue, to brand damage with a whole host of other problems too.
Getting customer experience right is so much more than just standard service. It’s about deep diving into the experience a customer gets at every touch point and making sure every opportunity is used to surprise and delight.
What will it give delegates?
Knowledge and understanding of:
- Customer experience
- Experience mapping
- Experience design
- Blockers to creating customer experience
- How to action plan for a customer experience change.
Who would this programme suit?
- Anyone with a passion for creating customer experience
- Leaders with a strategic customer role
- Frontline team leaders.
If you want to plan an efficient and effective service, or you want to produce customer outcome-focused performance indicators and standards; if you have persistent and recurring complaints about a particular service, or if you need to target spending to the right places, then this tool will be invaluable to you.
Who should attend?
All team leaders, managers, staff and volunteers who will be conducting customer journey mapping, or who need to understand the process.