How to design your Customer Journey

Name: How to design your Customer Journey
Rating: 4.4 (222 reviews)

to create a predictable and positive customer experience

Last updated 11/2019

English

What you'll learn

2 sections • 6 lectures • 1h 3m total length

Customer Journey Definition6:32
In this introductory module we'll talk about the concept of customer journey - and lay out both the high level phases and more granular stages you can use for thinking through your customer journey.
The ALU Case Study31:31
This is the story of how the African Leadership University used systems and technology to generate 25k leads, 1000 applicants in 4 months as they launched an MBA program.
The environment and context are unique - but the challenges we faced, and the solutions we employed are universal, and can work for small businesses around the globe.
Journey Mapping Exercise6:30
Now that you've seen the customer journey case study it's time to start designing your own - follow along in this conversation as we walk through an exercise where you can think through and map your existing customer journey. Then, look for gaps in the experience, disjointed stages - or opportunities to use automation to enhance it.

Tools and Tech5:19
The African Leadership University used Marketing Automation, and specifically Infusionsoft, to create a customer journey that helped generate 25k leads, 1k applicants, and successfully launch an MBA program.
Infusionsoft was important, but it was only one tool in the equation - this conversation features Justin MacDonald and I reflecting on all the other technical components we relied on.
What we got wrong5:44
We got plenty of stuff right when we built out the customer journey for ALU, but not everything went according to plan (it never does), in this video Justin and I chat about a few of the technical issues we stumbled over.
Journey Reflections and Advice7:34
In this final module we review the specific journey that we built for ALU, and reflect on the lessons we learned throughout this experience.

For this course to be as impactful as possible you should have existing customers

The thing that I think differentiates the memorable brands from the ones we forget is everything that comes before and after the purchase.

At the end of the day the purchase, a defining milestone to be sure, is still just a singular moment in the customer’s journey.

This course is about understanding and designing your customer journey, and using systems and technology to support and enhance that experience.

Small business owners who care about the experience they're creating for their customers