CAPABILITY BUILDING

CUSTOMER JOURNEY
MAPPING & IMPROVEMENT

Providing your team with the knowledge and know-how they need to redesign your services and processes in line with your customers’ expectations

PERFECT FOR SOLVING

Misalignment Between
Your Services And Your
Customer Requirements

Lack Of A Deep Understanding Of Your Customer Needs
And How They Perceive
Your Services

OUR TRAINING WILL IN TURN ENABLE YOUR ORGANISATION TO DESIGN AND IMPLEMENT THE PROCESS CHANGES IT REQUIRES TO;

Reduce
Failure Demand

Increase
Customer Satisfaction

Reduce The Number Of
Customer Complaints

Create Unique And Inspiring Customer Experiences

HOW WE CAN HELP

Connectivity and technology have empowered today’s customers whose needs are now more complex and changing faster than ever before.
To remain competitive and deliver compelling outcomes that retain and grow custom, your organisation needs to adapt with the needs of every single user type, or ‘persona’, ensuring that both services and processes are built around these very customer desires.

Reinvigoration’s Customer Journey Mapping and Improvement solution is designed to provide your team with the knowledge and know-how they need to redesign your services and processes in line with your customers’ expectations.

COURSE OVERVIEW

Our bespoke approach will enable your teams to efficiently address various issues faced by most organisations – such as process complexity and waste – typically making the business far more cost effective with higher levels of quality and morale.

Identify ‘customer persona types’ and what they need from you as an organisation.

Map their positive and negative experiences alongside your own processes.

Optimise these to create truly impactful customer experiences.

DAY 1
  • Lean, value & waste
  • Introducing the customer journey improvement roadmap
  • Stakeholder mapping
  • Customer personas
  • Critical service needs
  • Current state customer journey mapping
  • Current state business process mapping
DAY 2
  • Opportunity log
  • Future state vision
  • Future state customer journey design
  • Future state business process design
  • Current & future state report out
  • Delivery planning
  • Implementation

KEY BENEFITS

Unique And Inspiring
Customer Experiences

Higher Customer
Retention And Acquisition

Higher Net Promoter Score

Thoroughly Defined
Customer Personas

Higher Quality Product/Service

Reduction In Failure Demand

Reduction In Operating Costs

Greater Productivity

Faster End-To-End Lead Time

Reduced Variations

GET IN TOUCH

Would you like to discuss your specific requirements and find out more about our solutions?
Contact our Customer Journey Mapping & Improvement expert, Graham Turnbull.

Graham Turnbull

CASE STUDIES

Find out how we have helped some of our clients transform their service operations.

Improve Operational Profitability - Utilities

Utilities

Simplify Business Processes

Financial Services (Insurance)

To see more case studies, click here.

THOUGHT LEADERSHIP

To see more thought leadership articles, click here.