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Description

We will take a systematic approach to deconstructing your customer's journey from pre-purchase, purchase and post-purchase.

By using a combination of empathy and data, we will identify methods to optimize the experience. Case studies, exercises, and lecture may be used to assist all participants to sharpen their skills and apply best practices. This is an active workshop!

 

 

Topics Covered

  • The importance of the customer journey
  • Channels and touch points
  • Mapping steps in the customer journey

Learning Outcomes

Upon completion of this workshop, participants should be able to:

  • Articulate the benefits of mapping the customer experience
  • Identify the major phases and touchpoints a customer goes through with respect to a brand
  • Practice creating a customer journey map
  • Learn how to make a customer journey actionable
  • Learn how to apply the same techniques to employee and partner/vendor journeys
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Section(s) offered
Section Title
Customer Journey Mapping
Language of Delivery
English
Type
In-class Lecture
Days
F
Time
9:00AM to 4:00PM
Dates
Feb 10, 2023
Schedule and Location
Contact Hours
6.0
Location
  • Downtown, Montreal
Delivery Format(s)
Course Fee(s)
Fee non-credit $595.00
Drop Request Deadline
Feb 03, 2023
Transfer Request Deadline
Feb 03, 2023
Withdrawal Request Deadline
No withdrawal request allowed after enrollment
Instructors
Section Notes

Cancellation Policy

All cancellation & substitution requests must be made in writing to pd.conted@mcgill.ca.

  • Receive a full refund if your cancellation request is received up to 7 days prior to the start date of the workshop.
  • Receive a refund minus $50 cancellation fee if your cancellation request is received within 7 days prior to the start date of the workshop.
  • No Refunds are issued if no written notice is given prior to the start of the workshop.

Please note that if no notice is given prior to the start of the event(s) and you fail to attend, you will be liable for the full course fee.

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