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A MarketingProfs Master Class Customer Journey Maps for Marketers: Understand, Deliver, and Exceed Expectations
MAKE YOUR CUSTOMERS SWOON
The process of journey mapping is powerful.
It gives you an understanding of your customers’ journey. What brought them to you. What motivates them. What scares them. And how your organization can address those desires and hesitations with empathy and understanding at each touchpoint.
With 10 bite-sized lessons, designed for marketers by marketers, this Master Class will demystify the mapping process. After you’ve completed all of the lessons, you’ll have a visual representation of your customer journey that you can use to create an experience that is truly customer-centric.
You have multiple ways to complete the lessons and earn your certificate of completion:
- Attend all of the Watch Parties
- Attend some Watch Parties and complete the rest of the lessons on-demand
- Watch all of the lessons on-demand (starting March 9) when it works for you
March 9 at 2pm ET
Weekly on Wednesday and Friday at 12pm ET
March 12 to March 26 (subject to change)
Master Classes are designed to give you the very best online learning experience with:
WHAT YOU’LL LEARN
The Master Class lessons are broken down into bite-sized chunks to make learning (and retaining what you learn) easy.
Customer Experience Goes Beyond Marketing
Your customer’s journey is a series of unique interactions with your brand. The touchpoints between you and your customer create their journey. See your business from your customer’s point of view.
LENGTH: 15 minutes
Determine Your Goals
A map is all about getting somewhere! In this lesson, you’ll determine the goals of both your brand and your customers.
LENGTH: 15 minutes
Get the Right Data
Discover how to utilize your marketing and customer experience data, feedback from customers, and input from employees to see things from your customer’s perspective.
LENGTH: 15 minutes
Stages of the Journey
Each customer’s journey is unique, but every customer journey includes certain stages. Learn what typical stages you can use to build your journey map.
LENGTH: 15 minutes
Thinking/Feeling/Doing: Customer Actions and Experiences
Discover what your customers are actually experiencing as they travel through their journey with your brand.
LENGTH: 15 minutes
Channels, Touchpoints, and Moments of Truth
Do you know what channels are more important to your customers? Understanding these interactions help define the moments where you can have the biggest impact.
LENGTH: 15 minutes
Pain Points & Opportunities
What are the barriers that can stop your customer from progressing at each stage and touchpoint? Areas of friction. Roadblocks. Points where customers get stuck or frustrated.
LENGTH: 15 minutes
Business Goals & KPIs
Customer journey maps should drive results! You’ll learn to define these outcomes and assign appropriate KPI’s to deliver on them.
LENGTH: 15 minutes
Leading Actionable Outcomes
Your journey map will show you where improvements are needed. In this lesson, you’ll learn how to drive those improvements with cross-functional support, coalition building, and marketing leadership.
LENGTH: 15 minutes
You Have Your CJM! Now What?
Your Customer Journey Map is a tool. Discover how you can use it now and into the future to drive change, improve your customer communications, and create better customer experiences?
LENGTH: 15 minutes
OUR EXPERT
YOUR INSTRUCTOR: JEANNIE WALTERS
For more than 20 years, Jeannie Walters, Certified Customer Experience Professional (CCXP), has had one mission: To Create Fewer Ruined Days for Customers™. Jeannie is the CEO and founder of Experience Investigators, a global customer experience consulting firm helping companies improve loyalty and retention, employee engagement, and overall customer experience.