Leading Learning – The Customer Journey 1.0
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Would you embark on a long journey without knowing your destination, how you were going to get there, when you would arrive, and how much it would cost? Probably not and neither will your customers. Understanding the stages of the customer journey, allows you to create customer-centric touch points. With honest communication, understanding your customer’s needs, and their budget requirements, you can create an engaging and painless journey for your customer as they move through the funnel, ending with a purchase decision.

 

Learning objectives –
Define the customer journey
Identify ways to track the touch points of a customer journey
Define the phases of the customer journey
Design ways to build and deliver a better customer journey
Describe the nine key factors that make up the customer experience framework

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