Customer Journey Mapping
Create a compelling experience for customers using analytics tools and insights with Ecorptrainings IQ’s Customer Journey Mapping Course.
Customer Journey Mapping course is based on the service re-design principle that provides a systematic and creative approach to meet the rising expectations of the customers regarding the quality of services that we provide. A cornerstone of service re-design is the understanding and mapping of our customers’ journey with us. The customer journey map illustrates the steps taken at any point in time that our customer goes through the engagement with us. .
Duration: 15-20hrs
What the course covers:
- Importance of customer Centricity
- Overview of concept of service design, it’s benefits, component parts.
- Current industry trends on Customer Centricity and Service Design. Examples from Private and Public Sectors.
Customer Journeys
- Introduction to the concept of customer journey.
- Customer Journeys as a subset of Service Design.
- Customer Journey Taxonomy and Concepts.
Creating a customer journey Map
- Charting the customer Stages
- Organizing Customer Insights.
- Mapping the perfect(ideal) state.
Customer Journey diagraming(visualization) techniques
Identifying gaps and opportunities
- Linking customer Journeys to Business Architecture/Business Scenarios.
- Using the Customer Journey to identify opportunities, Gaps and Solutions