Ever heard the expression, "Processes Protect Profit"? Every successful business will have a "Way of doing things around here" or an effective, repeatable process that, combined with great leadership and company culture (hopefully!), delivers great consistency to customers and clients alike. Think about some of the businesses that you regularly use...you typically know what to expect from them as you have visited them/used them several times before, and you trust them to deliver on your expectations. Consistency is key, and creating effective Customer Journey(s) is critical to ensure that the needs of the business are being met, at the same time as meeting the needs of the customer. So, what does a good Customer Journey look like? What needs to be in it? How can you tell if it is working or not?

This workshop will help business owners and senior leaders reflect on how effective their existing processes/procedures are and allow them to create a business-improving Customer Journey Map.

During this 3 hr interactive workshop, you will discuss:

1) What is a Customer Journey Map, and how is it different from a Process Map?

2) How to measure Effectiveness whilst improving Efficiency.

3) Explore how many Customer Journeys you have in your business.

4) Identify the key touchpoints in customer/client acquisition versus customer loyalty/client retention

5) Mapping Exercise: Review and improve an existing Customer Journey

6) Hints and Tips on Customer Journey Mapping for Business Growth

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