Customer experience mapping is a methodology used to discover how customers (and potential customers) feel as they experience your services. Customer experience mapping will allow your organisation to identify the required skills and knowledge to deliver a positive customer experience.
Stage 1 — Customer Experience Workshops (2–3 workshops)
These professional workshops are designed to map the customer experience. Using a visual/process mapping process, participants will analyse and map the touch points with the customer. This proven process is also known as journey mapping. You can also identify moments of truth to enhance the customer’s experience. Don’t make the mistake of making this process too complicated as you could get lost in Stage 1 for years (with no actual result).
- Chart the course of the customer
- Advantages and disadvantages of “Net Promoter Score”
- Identify the truth about the customer experience
- Tell the customer story
Participants will then use this information to analyse the skills that staff would require to ensure a positive customer experience. This process involves identifying how and when staff can positively influence the customer experience and the role that learning and development can play. This information will form the basis of the learning content and format. It is recommended to run up to 3 Customer Experience workshops with key stakeholders and internal influencers. There is also a debrief session with management at the end of Stage 1 with key findings and recommendations.
Stage 2 — Design and Development
Stage 2 will involve designing and developing a learning program based on the outcomes of the Customer Experience Mapping workshops which means that the learning program will focus on developing staff to deliver on the customer experience. This stage will include developing a range of learning and activities and formats that will allow you to build individually focused learning programs based on staff needs.
Stage 3 — Execution
The next stage is delivering the learning programs. Learning programs can be arranged as stand-alone activities or as part of an agreed development plan or curriculum for individual staff. This means that staff can either focus on very specific development needs (e.g. Challenging Conversations) or a development program that includes a range of learning programs and activities. During the execution phase, we will work closely with the learning and development team to evaluate the learning programs to ensure relevance and effectiveness. During the execution stage we will employ a rapid design process to design and develop learning programs as the need arises.
Where to from here
Other complementary activities include sales training programs, training for dealing with difficult or angry customers, persuasion skills training, customer service skills training and other soft skills development training.
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