Improving Customer Experience Using Journey Maps -Merid Consulting

Description

Customer Experience journey maps help to visualize what customers think about their interaction with your organization. They help you step in the shoes of your customers to empathize with their experiences. This workshop will help you build a visual to identify and fill gaps between the experiences customers believe are important, and the value they believe you provide.

In this workshop we will discuss:

• How to create a customer experience journey map
• Identifying points at which customers interact with you
• Discovering “Moments of Truth” and using them to your advantage
• Visualizing differences between expected and actual customer experiences
• How to take action after creating journey maps