Thursday 7th October 2010, 9.45 - 16.15
PERA, Nottingham Road, Melton Mowbray,Leicestershire, LE13 0PB.

A free one day training course for practitioners
Customer journey mapping is a way of uncovering the path your customers take when engaging with a service; when and how they interact with your organisation; and their experiences and feelings throughout. It is an accessible and effective way of seeing your service from the customers' point of view. The insights produced may challenge assumptions and highlight ways to improve services. It is one of a range of tools that can help public bodies gain a deeper understanding of their customers' needs, wants, attitudes and behaviours.

This one day training workshop will equip you with the necessary skills and knowledge to carry out your own customer journey
mapping. Delivered in a small group the workshop combines presentation, discussion, and practical exercises and covers the full process from identifying why you are doing customer journey mapping to using the results. Training will be delivered by Mary Tetlow of Tetlow Associates.

Reasons for attending:
• Understand what customer journey mapping is and when and why to use it.
• Acquire the skills to carry out your own customer journey mapping.
• Reflect on using customer journey mapping in your organisation.
• Practice key techniques including questioning customers.

The programme will include:
• Being clear why you are doing customer journey mapping. Who to involve and why.
• Deciding whose journey to map.
• Sources of data.
• Mapping a sample journey.
• Techniques for understanding the customer journey.
• What to do when you have your customer journey map.