Mapping the customer journey to improve effectiveness

Customers journey mapping gives you the unique opportunity to step into the shoes of your consumers as they make a purchase. In this lesson, you'll gain an understanding of the importance of researching your different customer groups and how they interacted with your touchpoints. Using interactive exercises and industry case studies, you will learn how to use your data and research to create a personalised experience at every stage of your customer journey. Finally, you'll use everything you've learnt to build your own conversion funnel to help improve and optimise your marketing performance.

Lesson outcome: You will learn how to model your customer journey to create a personalised experience at every touchpoint.

This lesson is recommended for marketing leaders who want to build effective digital customer-centric communication strategies.

Level: Marketing leadership L7