HOSPITALITY - Guest Journey Map training kit to map current guest journey (excl Vat)
Customer Journey Mapping is the process of simulating a customer journey to establish the key touch points and pain points in the current customer journey. Interactive customer mapping interventions encourage participants to get out of head space of being a supplier and into the head space of being a customer and allows them the opportunity to identify critical touch points and pain points during a customer experience and make recommendations for improvements. This Customer Journey Map kit has been designed specifically with a hotel guest journey in mind.
I x Customer Journey Map kit accommodates up to 8 participants in a team. Participants are split into teams of 6 - 8 members per team and each team is allocated a specific market segment to focus on during the workshop. Teams are required to create a storyboard for each customer persona, as well as an empathy map, to ensure they have a clear picture of the customer. The teams then map a simulated customer journey in line with the persona and market segment.
To ensure actionable outcomes from the session, participants are required make a list of recommended improvements in the current journey to drive a smoother customer experience. Improvements are categorized into the specific areas of people, processes and technology and then tasks are allocated to the relevant personnel or department heads who agree to action them by a specified date.
CUSTOMER JOURNEY MAPPING workshops can be run over half a day (4 hours) or a full day (8 hours).