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Customer Journey Mapping

Customer Journey Mapping
Customer Relationship & Retention

Customer Journey Mapping

Seeing your business through your customer's eyes reveals problems that internal reports miss. This e-learning material explains how to map each stage of the customer journey, from first awareness to purchase, use and return visits, identifying touchpoints, questions and emotions along the way. It suits marketers, service teams and business owners who want to plan improvements based on real customer experience.

Levels
4
Starting from
225 credits
Category
Customer Relationship & Retention
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Beginner

  • What this level covers

    You work through what a customer journey map is, the main stages from awareness to repeat purchase and the idea of touchpoints. It covers building a simple persona, listing touchpoints for one customer type and noting obvious moments of friction.

  • Who it suits

    This level suits people who want to understand their customers' experience but have never mapped it. It fits small business owners, new marketers and customer service staff who see individual problems but not the full path customers take.

  • What you can apply afterwards

    You should be able to sketch a basic journey map for one type of customer, list the main touchpoints at each stage and point out a few places where the experience could clearly be smoother.

Level 1

225 credits

Inside this material

A journey map turns scattered customer feedback into a clear picture of what people go through when they deal with your business. This e-learning material starts with choosing a customer type to focus on, gathering evidence from conversations, reviews and data, and laying out the main stages of their journey.

The levels then build towards more detailed maps that capture touchpoints, customer goals, questions, feelings and the moments where people hesitate or give up. You also look at mapping what happens behind the scenes, so internal processes that affect the customer become visible.

Later material shows how to prioritise the gaps you find, plan practical improvements and keep the map up to date. Each step is applied to your own customers, giving you a working map to guide marketing, sales and service decisions.