Journey mapping
Map a current situation involving journey mapping; separate facts from assumptions and identify questions that need clarification.
All programmesMarketing & Customer Experience / PM-MAR-007
Measuring Customer Experience
A practical programme in measuring customer experience, connecting working concepts with team decisions and relevant workplace examples.
About the Course
This programme develops a working approach to measuring customer experience in the context of customer needs and service outcomes. Participants move from understanding the main concepts to examining a case, testing alternatives and explaining a practical recommendation. The three modules focus on journey mapping, feedback measures and improvement priorities. Examples are selected after the training brief so that they reflect the responsibilities and experience of the participant group.
Course Objectives
- Explain the role of journey mapping and identify the information required for a reliable assessment.
- Use a structured worksheet to examine feedback measures and compare reasonable alternatives.
- Identify assumptions, missing evidence and implementation concerns related to improvement priorities.
- Prepare a customer improvement proposal and success measures for discussion with a marketing or customer-service team.
- Translate the exercise into a workplace action plan with owners, review points and measurable progress.
Who Can Benefit
- Marketing and account teams: apply journey mapping to their responsibilities through a guided case and a course-specific worksheet.
- Customer-service supervisors: apply feedback measures to their responsibilities through a guided case and a course-specific worksheet.
- Customer-experience and research professionals: apply improvement priorities to their responsibilities through a guided case and a course-specific worksheet.
Participant experience and learning needs are reviewed before the programme is confirmed.
Curriculum & Practical Work
Feedback measures
Compare two approaches to feedback measures; explain the expected benefits, limitations and information gaps.
Improvement priorities
Develop an action plan for improvement priorities; assign responsibilities and agree how results should be reviewed.
Learning Method
Short concept discussions, guided worksheets, group comparisons and instructor feedback, followed by a workplace action plan.
Educational programme. No professional accreditation is implied; specialist legal, engineering or tax advice requires qualified professionals.