Select Page

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. 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 training programmes designed and built for your business.

Courses

Bespoke courses designed and built for your business.

Workshops

Bespoke 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 process to build your learning programme

explore icon2 Customer Journey Mapping

Explore

Consultation discussions focusing on MPI inside out approach

design icon2 Customer Journey Mapping

Design

Storyboarding options and approaches

develop icon2 Customer Journey Mapping

Develop

Build solutions and materials

deliver icon2 Customer Journey Mapping

Deliver

Bespoke facilitators appointed

embed icon Customer Journey Mapping

Embed

Multi–channel tool-sets and activities

evaluate icon2 Customer Journey Mapping

Evaluate

Dialling in and forward momentum

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.

terence chiew 1 Terence Chiew

Terence Chiew

Principal Consultant

Terence Chiew is a Performance Consultant who finds joy in working with team leaders to build high-performing teams and achieve organisational success using a plethora of interventions comprising personality traits and values assessment, performance consulting, leadership and management training, team building and team alignment.
Florence Ainsworth

Florence Ainsworth

Principal Consultant

Florence Ainsworth is an International executive leadership coach, strategic consultant, speaker, and emerging author. Her unflinching commitment to inspiring and supporting human development to lean into accountability-centered personal leadership and achieve their highest potential characterizes her purpose and focus.
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.
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.
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.
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.
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.
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.

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.

quote mark left Customer Journey Mapping

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

If you would like to know more please get in touch

=