What is Customer Journey Mapping?

Customer Journey Mapping is a powerful tool for helping public service organisations understand their customers’ experience of services.  It brings the reality of the customer experience into focus  - step by step.  You can compare the customer journey with the business process and pinpoint exactly where change is needed to make things better for customers. it is useful for several aspects of housing associations work including repairs and maintenance and engaging with and consulting customers in a timely way.

Why you should come

Customer Journey Mapping has been used widely by public services with good results – by local authorities seeking to improve a wide range of services from ‘blue badge’ parking schemes to dealing with homeless people, - and by central departments for improving the visa application process for incoming students amongst many others. It is a powerful tool for understanding the emotional experience of your customers and providing evidence to stimulate transformational change. You'll come away with new ideas and a practical technique for taking things forward.

The programme includes:    

Why do it?: A step by step approach: getting started on a Customer Journey Mapping project,  using other data you have already, which customer journeys to choose, who to involve, segmenting customers for Customer Journey Mapping, deciding on the approach, conducting interviews, examining the business process, embedding change in the way your organisation works.

 The approach:

An interactive, workshop approach, with real examples of customer journey maps from public services, and opportunity to try the techniques out in practice on the day.You will be working with others from the housing sector and will be able to compare notes and share ideas. You will leave with a full understanding of how to go about customer journey mapping and all the tools you need to get started.

 Who is it for?

Senior and middle managers, research specialists and customer service managers, and board members interested in new techniques for engaging with customers. 

 Where and when:

Manchester Conference Centre, Building, Sackville Street, Manchester, M1 3BB on 1 December 9.45 - 4.15

 London: One Birdcage Walk, Westminster, SW1H 9JJ on 2 and 8 December 9.45 - 4.15

Please note:In response to high demand, an extra workshop will take place in London at one Bircage Walk on 8 December. Click on the links below to register

 Cost: 

£220 plus VAT for reservations made before 1 November 2009 (15 November for 8 December workshop in London), £250 plus VAT thereafter. (includes refreshments and lunch)  

Click here to reserve your place now: Manchester 1 December

Click here to reserve your place now: London 2 December (now fully booked)

Click here to reserve your place now: London 8 December

 Want to ask us a question? workshops@tetlowassociates.com