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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.

Customer, journey, mapping

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.

peter giles 1 Peter Giles

Peter Giles

Principal Consultant

Peter has been in the world of Learning & Development for over 20 years, the last 10 of which have been as a Freelance Training Consultant. As well as being CIPD qualified, Peter is accredited in Situational Leadership II, is NLP qualified, and has experience with the Insights and DiSC psychometrics as well as Social Styles.
sylivia Sepideh Sylvie Portefaix

Sylvie Portefaix

Principal Consultant

Sylvie is a certified coach, with a business management and marketing background. Her expertise consists in co-building new leadership models with her clients as well as working in French and English. Sylvie has occupied marketing and general management positions in the Consumer and Healthcare divisions. As head of marketing and executive committee member for France she's managed sales and marketing teams and key business partners, in France and in Europe.
Laszlo Kaczur 1 Laszlo Kaczur

Laszlo Kaczur

Principal Consultant

Laszlo is a specialist in sales, sales development and HR development. With more than 25 years’ experience working with multinationals in Central and Western Europe, Middle and Far East, Laszlo brings considerable experience in training and development with a focus on management, sales and communication.
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.
emre hasan saylik 1 Emre Hasan Saylik

Emre Hasan Saylik

Principal Consultant

Emre brings extensive business and marketing experience to his clients with a financial services, banking and marketing background over 25 years. He provides learning facilitation, team coaching and leadership training services for corporate clients and supports SME league company owners as experienced business coach.
Craig Wardman

Craig Wardman

Principal Consultant

Craig works as an independent professional Learning and Development Consultant who specialises in highly effective and Motivational Delivery and facilitation of Leadership Development and Relationship Management sales programmes, as well as offering a wealth of experience in 1 to 1 business and life coaching. He has extensive experience of working with multi-national organisations, originating with many of the World’s Leading Financial Services organisations.
aj bundy 2 Ajay Bundy

Ajay Bundy

Principal Consultant

A skilled OD & Leadership Development consultant, Ajay was awarded her MSc in Organisation & People Development in. Her expertise lies in using coaching & facilitation to empower teams and individuals to realise their own and their organisation’s potential, with a focus on appreciating and leveraging difference, noticing patterns & themes and developing multiple perspectives.
fred copstake 1 Fred Copestake

Fred Copestake

Principal Consultant

Fred is an experienced consultant, trainer, coach and an expert in helping sales professionals around the world to improve their performance and unleash their full potential. Fred has delivered projects that range from implementing a European academy for a leading beer brand, developing sales skills in the Middle East for global healthcare companies, and introducing account development and sales leadership models in Latin America and Europe for IT and engineering multinationals.
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.
Glenda Baily Bray

Glenda Baily Ray

Principal Consultant

Glenda is a passionate and experienced Organisational Change specialist with a strong track record of delivering successful change programmes that maximise opportunities through people. Glenda boasts extensive practical experience earned with a raft of well-known national and international organisations across both private and public sector.

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

quote mark right Customer Journey Mapping