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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. 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

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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

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.

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.
Sandra Pirez 1 Sandra Pires

Sandra Pires

Principal Consultant

Sandra Pires has been an unexpected partner since 2012. Who is responsible for designing and delivering unexpected transformational programs. Besides the unexpected, Sandra collaborates with MPI as an associate trainer for global projects, and is responsible for delivering projects in several markets like Portugal, Spain, Mexico, Brazil and Angola.
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.
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.
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.
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.
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.
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.
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.

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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If you would like to know more please get in touch

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