+ 44 (0) 1444 412056
info@envoca.co.uk

To Add More Than One Course:

After adding the first course to your basket (Buy Now), select the second course from 'Upcoming Public Courses'.

This takes you to the course page where you can 'Buy Now' and the course will be added to your basket.

 

Sale!

Journey Mapping: for Customers, Service-Users and Supporters

£338.00£398.00

Clear
5th Oct 18 Central London
Also 1st Feb and 14th June 2019
9:30 am to 4:30 pm (registration from 9:15 am)

WITH EARLY BIRD DISCOUNT: £338 EACH for 2 or more delegates | £368 for one delegate (booked 14 days or more before the course)
LATER BOOKINGS: £368 EACH for 2 or more delegates | £398 for one delegate (booked within 14 days of the course)

 

Description

About the programme

Points of Pain in Customer JourneyThe Envoca journey mapping training course will help you to understand the concept of journey mapping, when and why to use it and develop the skills to undertake it for yourself. You’ll apply some key techniques used in mapping and learn how to establish priorities for customer service improvement within your organisation. Journey mapping is an important technique used not only for paying customers, but also to understand the experience of service-users and supporters. We have had many delegates from not-for-profit sector and work with charities and public-sector organisations as well as the commercial sector to help them map client / service-user / beneficiary and supporter journeys.

Who will benefit?

Marketing managers, customer service managers, fund-raisers, service and operations managers, business development managers, business owners and those with responsibility for ensuring that clients, service-users or supporters are receiving the value and benefit from you throughout their lifetime. Suitable for commercial, charity, not-for-profit and public sectors.

Mapping workshopKey content

  • What is journey mapping? (When & why do you need it? Types of mapping).
  • Whose journeys should we map?
  • Stages in Journey Mapping:
  • Stage 1 – Scoping, setting the context
  • Stage 2 – Walking in the client’s shoes (insight and data)
  • Stage 3a – Constructing the map
    – Identifying all the touch points
    – Steps in constructing a map
    – Meeting needs: current and future
  • Stage 3b – Journey Mapping Workshops
    – Skills, processes, equipment and technology required
    – Preparation, agenda, briefing, colour coding and capturing input
    – How to conduct a mapping workshop
    – Needs, expectations and behaviours at each touch point
  • Customer Journey MapMapping a sample journey
  • Example software to help the mapping process and data capture
  • Stage 4 – Decisions and taking action (presenting and sharing findings, prioritising)
  • Stage 5 – Evaluating results and driving change. Top-down and bottom-up change agenda

The Envoca journey mapping training course will help you deliver true client / supporter value through:

  • Developing deeper insights into your clients / supporters’ expectations throughout their journey
  • Understanding ‘moments of truth’ which make or break the customer experience
  • Using consultation to design and improve service delivery
  • Capturing outputDeploying a systematic, process approach across the organisation to articulate service-user / supporters’ experience
  • Identifying how to invest in service improvement either through addressing weak service areas or reducing attention on those areas which have little impact on satisfaction.

Additional information

How many delegates?

One person, Two or more

Date?

5th Oct, 1st Feb, 14th June

Enquire about In-house Training
If you are considering training a few of your staff, you may well find that it is more cost-effective for us to come to you. Please provide a bit more information below and we’ll get back to your right away.
  • Please add your phone number without spaces.
  • This field is for validation purposes and should be left unchanged.

Testimonials

Envoca
...demonstrates conceptual clarity along with an ability to apply theory to actual client context. Empathetic to individual learning styles adapting delivery style seamlessly. I would happily enlist for future training needs.

Insights and tips

Get details of our NEW workshops. practical insights and top tips.
Your data will be processed in accordance with our privacy policy.

Talent Matters

© 2013 Envoca