How to map a customer journey

2 hours

Waymaker Academy

Course overview

This course is tailored for business professionals, especially those in leadership roles such as Chief of Staff, Sales and Marketing Leaders, and People and Culture Leaders.

Dive deep into the intricacies of the customer journey, from the initial awareness stage to the advocacy phase, and learn how to optimize each touchpoint to enhance the overall customer experience.

Learning outcomes

  1. The Essence of the Customer Journey: Grasp the fundamental concept of the customer journey and its significance in shaping business strategies.
  2. Peak Moments and Their Impact: Discover the power of peak moments in shaping customer memories and the importance of emotional engagement in driving recommendations.
  3. Disruptive Forces and Their Implications: Understand the changing dynamics of the business world, from rapid technological adoption to increased competition, and how they influence customer expectations and experiences.
  4. Crafting Your Customer Journey Map: Utilize Waymaker’s CX Journey canvas to create a comprehensive customer journey map, focusing on emotions, touchpoints, and potential areas of improvement.
  5. Measuring Success: Delve into key metrics that gauge the effectiveness of your customer journey, from Net Promoter Score® to repurchase rates, and learn how to integrate them into your business goals.

By the end of this course, participants will be able to:

  • Identify the various stages of the customer journey and their significance in shaping customer perceptions and decisions.
  • Optimize the customer journey by identifying and addressing friction points, thereby enhancing the overall customer experience.
  • Understand the importance of emotional engagement and its role in driving customer loyalty and recommendations.
  • Adapt to the changing business landscape by recognizing disruptive forces and their implications for customer experiences.
  • Create a comprehensive customer journey map using Waymaker’s CX Journey canvas, focusing on key touchpoints and emotions.
  • Measure the success of customer journey initiatives using a range of metrics, from NPS to customer effort score, and integrate them into business goals for continuous improvement.

Equip yourself with the knowledge and tools to craft a customer journey that not only meets but exceeds customer expectations, driving loyalty, growth, and long-term success for your business.

Waymaker Academy is open to all users of Waymaker, even if you do not have an app license yet.

To get started, choose a course, if you don’t have a user ID, you can create one and use that when you enter other courses.

If you want to see your badges and certifications against your profile in the Waymaker App, then ensure your Academy and App email are the same. All courses can also be accessed from main menu in the app.


2 hours

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