Customer Experience Workshop
The whole journey, mapped and prioritised as a group
Customer service training works at the level of a single interaction. This works at the level of the whole journey, because that is how customers actually experience a business.
The gaps between interactions are where most problems live: the handover nobody owns, the follow up that was supposed to happen, the wait nobody thought of as part of the experience. This session finds them.
We start by working out who your customers actually are, because two different people buying the same product may not be the same type of customer. Then we map the journey for your main customer persona across seven stages, from how they first find you through to whether they come back. Then we test that map against your other customer personas/types, to find the points where one approach quietly stops working for everyone.
Who it’s for
Teams and managers who want to understand the full customer experience rather than one moment at a time. It works best when the room covers the whole journey, so people from different parts of the business can see how their piece connects to everyone else’s.
What’s included
• A scoping call and a short questionnaire beforehand, so the day is built around your business
• Your customer personas, built out as a group
• The six principles, worked through against your business rather than generic examples
• A full customer journey map across seven stages, built together
• The map tested against your other customer types, to find where it diverges
• REBOUND, applied to the points on your own map where things go wrong
• An agreed shortlist of where the most is at stake, and what could change
• A written summary of the map, the divergence points and the priorities, sent afterwards
What you’ll walk away with
A map of your actual customer journey, marked with where it is most likely to be costing you, plus the points where different customers need something different from you.
| Format | Full day, on site, up to 12 people. Tailored to your business |
| Investment | From $3,950 + GST. Additional participants $150 + GST each. Travel included within 50km from Sydney CBD |
To book a course
Common questions
The Interrogation is us assessing your business from the outside, with testing and competitor comparison. The Workshop is your team mapping their own journey from the inside, with us facilitating. Same subject, different source of truth. They sequence well together.
Ideally people from across the whole journey, not just one team. If everyone attending works in one stage, the map will have holes in it.