Facilitator
Description
This is your opportunity to take time to discover the micro-moments that make up the full journey for your customer.
Moments that mean the difference between a good experience and impressive service; between great products and unforgettable ones; between happy customers and ecstatic, review-writing, referring, loyal customers.
Using our unique T.R.A.V.E.L. Guide to Understanding your Customer, we’ll show you how to design the whole journey, so that your customer becomes the hero of their story.
This interactive workshop provides you with a blueprint of your customer’s journey that you will be able to use immediately, to enhance your business.
Learning Outcomes
Participation in this workshop will enable you to:
- recognise how and why your customers find you
- enhance your messaging so it attracts quality customers
- create a communication plan to strengthen relationships
- ensure you have appropriate on-boarding
- recognise what makes you stand out
- build customer loyalty for ongoing returns and referrals
- discover your impact at each stage with The Emotional Culture Deck.
Content
- Mapping the customer lifecycle
- Gathering customer insights through research
- Identifying critical moments in the customer’s journey
- Recognising the impact of micro-moments on overall experience
- Turning micro-moments into ‘wow’ moments
- Building a personalised experience
- Using feedback to refine the blueprint