CUSTOMER JOURNEY MAPPING SERIES

Want to learn EXACTLY how you can create lifelong RAVING FANS?

You know how important customer service is right?

Every business expert will tell you customer service is a key to retaining customers and making them loyal, lifelong fans.

Actually, customer service is NOT the key!

It's the total 'Customer Experience' that makes the real difference between a ho-hum business and one that 'wows' a customer.

Does that mean you can forget about customer service?

Of course not! It's just one part of the whole experience. What business owners forget is that your customer has a whole range of experiences along their journey with your business.

...and each one of those experiences can make or break your relationship.

A really GREAT experience can win over even the most determined by-stander

So, what exactly is involved in creating that overall, 'ideal customer experience' for your own business?

Well, there's a lot of complicated-looking maps and training out there, including fancy software and expensive consultants who will help you.

However, we've put together an easier way that works for all sizes of businesses - especially small and solo entrepreneurs.

A Powerful Series With Powerful Results!

5, 10, 15, 20 Minutes Analog Clock Icons. Vector Time Symbol.

Easy, bite-sized sections so you won't get overwhelmed. And, you'll have no reason to procrastinate!

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Graphics and tools to help you remember what you've learned and to put it into action

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Workbook to take notes and complete the activities, along with a Summary Cheat Sheet to keep by your side as you create journey mapping ideas and action tasks.

MODULE 1

Growing a Sustainable Business Through Customer Journey Mapping

What is needed to build a foundation for success?

What is Customer Journey Mapping?

What are the benefits to both the company and the customer?

What are the 5 foundational components of Journey Mapping?

What is the difference between MACRO and MICRO Journey Views?

What is the Purpose behind Journey Mapping?

MODULE 2

7 Steps to Building a Tribe of Loyal Advocates

How to uncover the Sweet Spot where Customer Goals and Your Own Align

How to identify all the touchpoints (micro moments) in the customer journey

How to recognize the customer pain points and clarify underlying issues

What is needed to confirm that your solution leads to moments of delight

How to experience the Journey...YOURSELF

How to visualize your journey map

MODULE 3

Building a Customer Touchpoint Map

What is a Touchpoint

Why are they important

How touchpoints tell the story behind the Brand

How to build/create touchpoints

How to manage touchpoints outside the Brand's control

MODULE 4

Finding the "Sweet Spot" when Customer Goals and Your Goals Align

Specific - What is the specific expectation of the customer at each touchpoint?

Measurable - Can it be measured: How clear is the expected result?

Achievable - Are the goals within your power to deliver...are they stretching the boundaries enough?

Results-Focused - Are the action steps leading to the desired result?

Time Bound - Can you complete the transaction 100% during the touchpoint? If not, what next?

Danna Olivo

Business Growth Strategist

Danna has worked with hundreds of solo/micro business owners to help build a foundation for success around their product/service offerings. She is an expert at capturing the big picture and bringing it to reality!

Build Your Tribe Of Raving Fans With This
4-Part Training Series

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