In this video, I teach you the basics of customer journey mapping, followed by a tutorial. This is one of the most powerful techniques you can use to dramatically improve the customer experience and the performance of your business. By understanding exactly where your customers are along their buying cycle, you can craft much more compelling products and services to move them from being a “potential” customer to a “loyal” customer.

You will also learn how customer journey mapping connects with Value Propositions and Design Thinking.

What you will learn:

► What customer journey mapping is and why it's so important.

► The four stages of a customer journey map.

► How to expand the customer journey map into a service blueprint.

► Practical tips on how to get your customer journey mapping up and running quickly

► Links to the tutorial PowerPoint slides and resources for Design Thinking and the Value Proposition Canvas.

Also check out my video on developing a pragmatic customer experience strategy: Customer Experience Strategy 2022 https://youtu.be/tH6ypKdUShU

Download Links and Resources
Customer Journey Mapping PowerPoint slide:
- https://www.dropbox.com/s/yaysxlqqzjh1drl/Customer_Journey_Map_Example.pptx?dl=0
Design Thinking frameworks:
- https://www.ideou.com/pages/design-thinking
- https://dlibrary.stanford.edu/
Value Proposition Canvas:
- https://www.strategyzer.com/canvas/value-proposition-canvas

#CustomerJourneyMap #UserJourney #ServiceBlueprint #customerexperiencestrategy #journeymapping #designthinking #valuepropositioncanvas