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Design Thinking : Customer Journey Mapping
Sure shot way to delight customers & become profitable
Through a Case Study, this course will teach you to create Customer Journey Map of your own organization.
Who is this course for?
Professionals from Marketing, Customer Service, Digital Transformation, UI/UX, Design Team & Start ups.
What is a Customer Journey Map?
Customer Journey Map is a design thinking tool that can be used to improve customer experience & provide wow moments for the customers.
Is it relevant to my sector?
Virtually it is applicable to all scenarios where there is interaction. (B2B, B2C, Govt, Social Business, Non-business)
What are the benefits of Journey Mapping?
Typical benefits include 15% improvement in customer retention, loyalty improvement and increase in sales conversion.
Validity:
30 days
Introduction
What is Customer Journey Map?
Lesson 2 of 10 within section Introduction.
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Case Study : Elements of Customer Journey Map
Lesson 3 of 10 within section Introduction.
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Process Map Vs Customer Journey Map
Lesson 4 of 10 within section Introduction.
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Case Study: Creating Detailed Customer Journey
Lesson 5 of 10 within section Introduction.
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Case Study: Using Customer Personas for Creating Customer Journey Map
Lesson 6 of 10 within section Introduction.
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Case Study: Capturing Emotions in Customer Journey Map
Lesson 7 of 10 within section Introduction.
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Case Study : Identifying Barriers & Levers
Lesson 8 of 10 within section Introduction.
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Example of Placing a Lever in Customer Journey
Lesson 9 of 10 within section Introduction.
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Soft aspects of Journey Mapping & Next Steps
Lesson 10 of 10 within section Introduction.
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