Customer Journey Mapping & Training
What is Customer Journey Mapping & Training, and why does it matter to
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.
We can deliver your learning in person, virtually or via elearning.
Bespoke training programmes designed and built for your business.
Bespoke courses designed and built for your business.
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.
The process to build your learning programme
Consultation discussions focusing on MPI inside out approach
Storyboarding options and approaches
Build solutions and materials
Bespoke facilitators appointed
Multi–channel tool-sets and activities
Dialling in and forward momentum
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
Glenda Baily Ray
Emre Hasan Saylik
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.
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
The results we have demonstrated. The problems we have solved. The transformations we have empowered.
If you would like to know more please get in touch