Map Your Customer Journey to Create Exceptional Experiences and Drive Loyalty
Understanding how customers experience your business is the key to improving satisfaction, loyalty, and revenue. Wayne and Ed guide your team in creating clear customer journey maps that uncover pain points and opportunities. Our programs work equally well for front-line team members who interact directly with customers every day.
The 6 Key Elements of Effective Customer Journey Mapping
- Customer Perspective
- Touchpoints & Interactions
- Pain Points & Moments of Truth
- Emotional Journey
- Opportunities for Improvement
- Measurement & Continuous Improvement
Our PATH Customer Journey Methodology
- P – Perspective – Map the journey from the customer’s point of view
- A – Analysis – Identify pain points and moments of truth
- T – Target – Design the ideal future customer journey
- H – Habits – Implement changes and build continuous improvement habits.
Sample Full-Day Workshop Agenda (8 hours – in-person, virtual, or hybrid)
8:30 – 9:00 AM Registration, Welcome Coffee & Networking
9:00 – 9:20 AM Welcome, Introductions & Workshop Objectives
9:20 – 10:30 AM Perspective Taking & Current Customer Journey Mapping (PATH – Perspective)
10:30 – 10:45 AM Morning Break
10:45 AM – 12:15 PM Analysis: Identifying Touchpoints, Pain Points & Moments of Truth (PATH – Analysis)
12:15 – 1:15 PM Lunch Break
1:15 – 2:45 PM Target: Designing the Ideal Future Customer Journey (PATH – Target)
2:45 – 3:00 PM Afternoon Break
3:00 – 4:15 PM Habits: Implementation, Change Management & Continuous Improvement (PATH – Habits)
4:15 – 4:45 PM Live Journey Mapping Practice, Action Planning & Post-Workshop Resources
Why Choose Bespoke Paths
Wayne and Ed bring over 89 years of combined leadership and training experience to every session. They use their proprietary PATH Methodology to deliver practical, and results-driven programs that create lasting behavior change.
