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Customer Journey Mapping & Training

What is Customer Journey Mapping & Training, and why does it matter to
your business?

Adopting a customer-focused approach, understanding your customers’ journey and the experience it provides is critical in today’s extremely competitive market. Customer journey mapping involves plotting all the experiences and interactions your customers have with your business, from start to finish.

A customer journey map provides you with the true story of the relationship between you and your customer. How we engage with our customers starts at the first single point of contact: adverts they see, websites they browse or the shop or branch they visit. By analysing their journey and responses, you can uncover opportunities to maximise customer satisfaction.

Who is it for?

Customer journey mapping is important for any business, regardless of your industry. You’ll learn to look at things from your customers’ point of view and develop ways of working that meet their expectations. Your customers’ experiences play a significant part in what drives their loyalty, and their loyalty affects your bottom line.

MPI works with you to identify what your customers experience, how they feel about it and how that affects loyalty and retention. Through  Customer Journey Mapping we’ll design a plan to address the gaps identified and make sure you’re delivering the best customer experience possible.

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We can deliver your learning in person, virtually or via elearning.

Training

Bespoke Customer Journey Mapping Training programmes designed and built for your business.

Courses

Bespoke Customer Journey Mapping Training  Courses designed and built for your business.

Workshops

Bespoke Customer Journey Mapping Workshops designed and built for your business.

The impact it will have

While a customer journey map creates better experiences for your customers, the purpose is to change your behaviour, not theirs. By finding out how and where your customers interact with your business, you can adapt your sales funnel to focus on the needs of your customers, at their particular stage in the buying cycle.

You can also ensure your sales and marketing efforts guide your customers down the journey you want them to take. A process that meets your customers’ needs directly is not only more efficient but saves money by focusing on the areas that are most effective.

Jerry presenting

The key benefits of customer journey mapping:

  • Understanding your client’s needs throughout the journey
  • Improve the experience your customers have while interacting with your business
  • Retain Customers through better service levels
  • Increase the probability of a sale going through
  • Identify any issues in your customer’s journey and create a solution

Read capterras blog on customer journey mapping.

The process to build your learning programme

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Explore

Consultation discussions focusing on MPI inside out approach

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Design

Storyboarding options and approaches

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Develop

Build solutions and materials

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Deliver

Bespoke facilitators appointed

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Embed

Multi–channel tool-sets and activities

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Evaluate

Dialling in and forward momentum

If you would like to know more about our Customer Journey Mapping  Services please get in touch.

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Our Experts

Our Consultants, Trainers & Designers are some of the best in the industry. Hand picked for each project, we ensure they are the right people to deliver, design and lead your people through their
learning journey.

Helen Worthy

Helen Worthy

Principal Consultant

Helen is a Learning and Development Consultant with over 18 years experience, who works globally across sectors achieving results through working closely with each client identifying key business challenges, to then design and deliver solutions that hits the bottom line. Combining both an innovative and pragmatic approach Helen enables sustainable behavioural change at an individual and organisational level.
carl hasselbach

Carl Hasselbach

Principal Consultant

Carl has extensive experience across multiple industries including Pharma, IT, Hospitality, non-food, food service and FMCG. As well as European Markets, and having Dutch as my Native language, being Fluent in English and German and Semi-Fluent in French.
Sepideh Shirazi

Sepideh Shirazi

Principal Consultant

Sepideh is a learning and development professional with extensive experience in all elements of the learning cycle from TNA and design through to delivery and return on investment. Sepideh is an experienced principle consultant at MPI with vast experience in working with all levels of colleagues from frontline staff through to Senior Managers and Directors.
elen burton 1 Ellen Burton

Ellen Burton

Principal Consultant

Ellen has an exceptional ability to assist and focus Coaching clients to achieve their goals. In addition to Executive Coaching, Ellen is an internationally acclaimed business lecturer and motivational speaker. As owner of EJ Burton & Associates, she, and her team guide organisations in establishing an intentional culture of Inclusion and coach leaders to practices that support their DE&I policies.
cant remeber his name 1 Mohammed Al-Shaer

Mohammed Al-Shaer

Principal Consultant

Mohammed’s focus is helping companies from various sectors improve their profitability and bottom line. His approach to helping companies is unique, he believes in diagnosing before treating. He provides tailor-made service to his long list of satisfied customers in the four corners of the globe. He does not believe in “one-size fits all” programs or canned workshops.
Tara Zutshi

Tara Zutshi

Principal Consultant

Tara is a sought after facilitator of leadership development, team and group coaching, latterly specialising in supporting women in business. Having spent 20 years in industry, leading teams selling some of the high streets best loved brands to both retail and on-trade customers. Her impressive sales career spanned into multiple global companies. She realised that she would find more fulfilment and purpose in life by retraining as an executive coach and following her passion to develop teams and individuals to reach their full potential.
anne clarke 1 Anne Clark

Anne Clark

Principal Consultant

Anne has a successful career spanning over 25 years in the financial and banking industry which has given Anne the understanding and ability to work at all levels, this has enabled her to add so much value to the team, our clients and her coaches. Anne was previously an MD in Financial Services where she was responsible for leading the Retail Performance of a Region, where she was recognised with various National Achievement Awards.
natalie jivkova 1 Natalie Jivkova

Natalie Jivkova

Principal Consultant

In 2002 Natalie started her experience as a trainer and facilitator through supporting the learning process and personal development of young people and adults. Natalie has since been passionate about lifelong and non-formal learning. Since then she has been working in various national and international projects (educational, environmental, social, youth, peace) in the non-governmental sector.
Sarah Jones Principal Consultant MPI Learning

Sarah Jones

Principal Consultant

Sarah is an enthusiastic facilitator, innovative designer and effective deliverer of high impact training events. Her ability to bring out the best in people by supporting creativity and innovation, combined with effective teamwork and performance management ensures a strong focus on the provision of excellent customer service.
kriti bisht

Kriti Bisht

Principal Consultant

Ms Kriti Bisht has delivered a wide variety of programmes such as training and development going from Transformational Leadership for VP/AVP level to effective leadership for supervisory skills training for middle management. She is also trained in usage of 6 sigma and lean tools, trained in content design and delivery, specialised in designing and delivering functional and development training programmes.

What our clients said

At MPI, we approach each project with the customer’s needs as the focus. That’s why we embrace collaboration – to give you exactly what you need to achieve your goals.

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MPI Learning epitomises everything I would look for in a supplier from a true partnership perspective. They seek to understand the key business drivers, take a truly commercial approach and have the ability and credibility to build relationships with senior stakeholders across the business at pace. Jerry is a pleasure to work with.

Jayne Nuttal – Barclays

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