User Stories And Customer Journey Mapping
This is one of our most popular training subjects and helps you understand how things look from your customers’ point of view. Mapping all the touch points of a specific customer journey is a must for designing positive experiences.
We can’t give you an in-depth guide to customer journey mapping in 30 minutes, but we can give you an outline of best practise, what to focus on and common mistakes.
Client Manager @ TLF Research
Stephen stays abreast of the latest thinking in customer insight and analysis so that you don’t have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.
Stephen has been with TLF Research for 16 years, and works with leading organisations across sectors to understand and improve their customer experience. Clients include Visa, Europe, nPower, RSA, Citibank, Parker Merchanting, RBS and SITA.
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Online Customer Journey Mapping Course
At the beginning of 2021 we launched a new online course taking participants step by step through the always-popular topic of Customer Journey Mapping. In this episode Greg quizzes Stephen about what the course covers, what learners can expect, and why we created the course.
B2B Customer Journey Mapping
Journey mapping is an important task to undertake for both B2C and B2B customers, but the outputs for these 2 groups will look significantly different. We’re focusing on B2B customer journey mapping in this webinar and how to ensure all the relevant insight is captured.
News & Opinion
The Complaints Customer Journey Infographic
You can't please everyone all of the time and the complaints process is an essential customer touchpoint to maintain control over. This example infographic highlights the key stages of the complaints journey, pain points and customer satisfaction levels throughout.