Journey-Mapping Your Customer Experience Design (Virtual)
(Virtual Half Day Workshop)
In a world where commoditization is the norm, differentiation is key. The kind of differentiation customers will notice doesn’t come from what you say, it comes more from what you do. Customer Experience is a discipline that helps you figure out what to differentiate and how to do it in a way that benefits your customers and your bottom line at the same time.
More than any other factor, your brand’s customer experience will determine whether you thrive and profit or struggle and fade. There is a strong business case for improving the customer experience especially when it leads to increased retention and referrals. According to Gartner, a 5% increase in retention can boost profits by 25% to 125%.
In this virtual workshop, you will learn the essential skill of journey mapping, which is the foundation of all differentiated customer experience design. This workshop is an excerpt of the ANA full day in-person workshop “Building Differentiation Through Your Customer Experience Design”.
Who Is This Workshop For?
This workshop is geared for participants who want a step-by-step approach to journey mapping. It is designed for both B2B or B2C, for individuals with the authority to initiate change across their organization and for those responsible for realizing results. Participants will learn from best-in-class examples and hands-on journey mapping team exercises. Everyone will leave with actionable strategies to improve the customer experience.
Virtual Workshop Benefits
As a result of this half-day virtual workshop you and/or your team will be better able to:
- Drive differentiation by understanding the attributes customers value the most.
- Get equipped with essential planning tools for current state journey mapping.
- Increase efficiency by understanding how to address gaps and opportunities in the customer journey.
Stan Phelps is the founder and chief measurement officer at 9 INCH, a consultancy that works with corporations to win the hearts of their customers and employees. Prior to founding 9 INCH, Stan held leadership positions at IMG, Adidas, PGA Worldwide Golf Exhibitions, and Synergy. At Synergy, he helped create brand experiences for leading brands such as KFC, M&M’s, and Starbucks. His work is focused on the value of customer experience as a competitive differentiator and the importance of employee engagement in building a strong corporate culture. Stan is a member of the ANA Faculty and has been named by SAP as a Top 60 Customer Experience Influencer. He is the author of three books and a contributor to Forbes. Stan has a J.D./M.B.A. from Villanova University and a certificate for Achieving Breakthrough Service from Harvard Business School. He is a certified net promoter associate and has taught as an adjunct professor of marketing at NYU and Manhattanville College.
Stan Phelps