Customer Journey Mapping

Description

Customer journey mapping describes what people experience from first hearing about a business to recommending it. These ten PDF lessons start with the basics and creating your first customer persona, then follow the stages in turn: awareness, consideration, decision, retention and advocacy.

A practical lesson walks through creating your first journey map. Later lessons cover analyzing and improving existing customer journeys, then implementing changes and measuring success. Exercises in the PDFs help you apply each stage to your own business. Each stage gets its own lesson, so you can work on the part of the customer experience that matters most to your business.

Who it is for: marketers and small business owners who want to understand how customers move from discovery to loyalty.

What’s included
10 PDF lessons · 57 pages · about 18,000 words
One ZIP download that is yours to keep — read on any device, no subscription or app needed.

Course programme

1. Understanding Customer Journey Mapping Basics
2. Creating Your First Customer Persona
3. Mapping the Awareness Stage – How Customers Find You
4. Navigating the Consideration Phase – Building Trust
5. Optimizing the Decision Stage – Converting Leads
6. Mastering Retention Strategies – Keeping Customers Happy
7. Building Advocacy – Turning Customers into Fans
8. Practical Workshop: Creating Your First Journey Map
9. Analyzing and Improving Existing Customer Journeys
10. Implementing Changes and Measuring Success