Explore one of the best ways to truly understand your customers: Journey Mapping
Today, the customer journey is much more complex and varies widely across different organizations and customer segments. It is no longer the product that is the focal point: it is the experience the company delivers that matters most to customers.
The Performance Excellence Network is pleased to welcome Jeri Meola, president of SMS Research to our October 4 Rochester PEN breakfast discussion: “Journey Mapping.”
What is Journey Mapping? A customer journey map is a visual representation of the journey a customer has with your brand, products, services, and people. It includes multiple touchpoints from the customer’s point of view, such as:
Key moments and evaluation points in the process
Positive and negative components of the experience
Attitudes and emotions that may come into play
Jeri’s presentation will be a guide to help you develop a customer journey map for your customers’ experience that will allow you to view your organization and its process through their eyes.
LEARN:
- Identify how journey maps can help you understand more about critical customer needs
- Learn how a leading companies used these maps to both improve their customer experience.
- Recognize the value of confirming customer perceptions of the journey rather than relying on a corporate hypothesis.
To register and attend in person, contact [email protected].
To register to view livestream and/or video-on-demand ($20 member, $40 non-member; free for Premium/Sponsoring Members), contact [email protected].
