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The Customer: How to Map out their Journey (BITE SIZE)
Role Play
2,044 students
The Customer: How to Map out their Journey (BITE SIZE)
Map every step your customer takes with you, find the moments that matter and make each one a good experience
Created byLearoy Team
Last updated 10/2026
English
English [Auto],
What you'll learn
- Explain what a customer journey map is and why it matters
- Map touch points before, during and after service
- Use research and customer segments to build an accurate map
- Identify moments of truth and the emotions behind them
- Put the right people in the roles customers interact with most
- Turn your map into a practical customer experience strategy
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Course content
4 sections • 11 lectures • 32m total length
Requirements
- A keen readiness to learn and put it into practice
- Access to a computer, tablet or iPad
- Headphones or speakers to listen to videos
Description
You can't improve an experience you can't see. A customer journey map shows you every step your customer takes with you, from first hearing your name to telling their friends about you.
This bite-size course shows you how to build one. You'll map the journey before, during and after service, including the touch points you don't control, like reviews and word of mouth.
You'll learn to build your map from the customer's point of view using real research, not just internal opinion. We cover customer segments, customer goals, emotions and the 'moments of truth' that shape how people feel about you.
You'll also see how to turn your map into a customer experience strategy, why the people in the right roles matter as much as the process, and how a simple service model can make every interaction feel personal.
Today customers move between websites, apps, chat, social media and in-person visits, often in a single purchase. Mapping the whole journey is the easiest way to spot where they get stuck and where a real person makes the difference.
Each lecture is short and focused, so you can learn one idea tonight and use it at work tomorrow. You'll finish with a simple map of your own customer journey and one improvement to make first.
Who this course is for:
Team leaders and managers responsible for customer experience
Small business owners who want to see their business through customers' eyes
Service, sales and marketing staff who want to fix pain points
This course was created with the help of AI tools, including AI-generated narration.
Written by: Bren Allen & Alastair Mobray
Who this course is for:
- Anyone looking to improve the experience of their customers
- Anyone with an interest in driving a strong customer focus within their organisation
- Anyone looking to develop their organisation into an environment that customers want to interact with and develop loyalty to
- Anyone with frontline customer service experience, leadership or management experience, whether in a junior to middle management level or those who wish to move into a middle/senior management role within a customer focussed organisation
- Anyone from a small, medium or large organisation