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DTSTART;TZID=Asia/Kuala_Lumpur:20260709T090000
DTEND;TZID=Asia/Kuala_Lumpur:20260709T170000
DTSTAMP:20260417T025031
CREATED:20260209T090211Z
LAST-MODIFIED:20260210T061711Z
UID:5240-1783587600-1783616400@hartamasacademy.com
SUMMARY:Driving Brand Loyalty Through Journey Mapping
DESCRIPTION:« All Events\n 				\n				\n				\n				\n					\n	Driving Brand Loyalty Through Journey Mapping				\n				\n				\n				\n									  HRD Corp claimable programme 								\n				\n		\n					\n				\n				\n					\n	\n				\n				\n		\n				\n				\n									Date & Time:								\n				\n				\n				\n					\n		\n			9 July 2026 (Thursday)\n\n		\n\n\n	\n				\n				\n				\n				\n					\n		\n		\n\n\n9:00 am\n\n		\n\n\n\n	\n	  -  \n\n5:00 pm\n\n\n\n	\n				\n				\n				\n				\n									Venue:								\n				\n				\n				\n									Hartamas Training CentreLevel 13\, Block A\, Menara Prima\, Jalan PJU 1/37\, Dataran Prima\, 47301\, Petaling Jaya\, Selangor Darul Ehsan. 								\n				\n				\n				\n							\n			\n		\n						\n				\n				\n					\n				\n				\n				\n					Trainer				\n				\n				\n				\n									Ms. Fyza IbrahimRetail Channel Productivity and Learning & Development SpecialistMaxis Mobile Sdn Bhd  								\n				\n				\n				\n					Seminar Outline				\n				\n				\n				\n									Module 1: Understanding the Customer & Journey Stages Definition and importance of Customer Journey Mapping (CJM)Key stages of the customer journeyIdentifying customer touchpoints (Online\, walk in\, contact centre)Activity: Reflect on personal customer experienceActivity: Based on your experience create a simple mapping on a customer journey . Example (Banking App\, TNB App\, Telecommunication app)Module 2: Identifying Customer Personas & Needs Creating detailed customer personasUnderstanding customer pain points and motivationsGathering customer insights (feedback\, analytics\, etc.)Activity: Develop a customer personaModule 3: Understanding Customer Needs & Behaviours Definition of needs (functional\, emotional\, social).Common customer behaviours across the journey.Positive vs negative behaviours.Activity: Case study (e.g.\, Online Shopping or Paying Bills). In small groups\, participants identify: Needs\, Behaviours & EmotionsModule 4: Creating a Simple Journey Map Step-by-step mapping process.Linking needs\, behaviours\, and emotions.Activity: Each group creates a journey map for their persona.Identify 5 journey stages.Write customer needs\, behaviours\, and feelings at each stage.Highlight pain points & opportunities.Gallery Walk: Groups present and give feedback to each other.Module 5: Applying Insights to Business Turning CJM into action: Service redesign\, process improvement\, sales strategy.Activity: Each participant writes 2 “quick wins” they can apply at work.Closing reflection: “How will you walk in your customer’s shoes differently after today?” 								\n				\n				\n				\n					Course Objectives				\n				\n				\n				\n									By the end of this training\, participants will be able to: \n\nUnderstand Customer Behaviour & Needs – Learn how to identify customer expectations\, emotions\, and decision-making processes at different journey stages.\nAnalyze & Map the Customer Journey – Develop a structured approach to visualizing customer interactions across various touchpoints.\nIdentify Pain Points & Opportunities – Recognize friction areas that negatively impact customer experience and find opportunities for improvement.\nEnhance Customer Engagement & Satisfaction – Implement strategies to improve customer interactions\, increase satisfaction\, and drive brand loyalty.\n\n 								\n				\n				\n				\n					Target Audience				\n				\n				\n				\n									\nMarketing Team\nCustomer Experience Team\n\n 								\n				\n				\n				\n					Register your interest by filling out the form below:				\n				\n				\n				\n									\n				\n				\n				\n							\n			\n						\n		\n						\n				\n				\n						\n					\n			\n						\n				\n					\n	\n		\n\n	\n	Add to calendar	\n		\n	\n\n		\n			\n									\n	Google Calendar\n\n									\n	iCalendar\n\n									\n	Outlook 365\n\n									\n	Outlook Live\n\n							\n		\n\n		\n	\n\n				\n				\n					\n		\n					\n		\n				\n						\n					\n			\n						\n				\n					\n	\n		\n\n				LinkedIn Marketing Gameplan for Business Growth	\n\n\n		\n	\n		Energy Efficiency & Renewables: Residential and Commercial Properties			\n\n	\n\n				\n				\n					\n		\n					\n		\n					\n		\n					\n		\n				\n		Share this on:
URL:https://hartamasacademy.com/event/driving-brand-loyalty-through-journey-mapping/
LOCATION:Hartamas Training Centre\, Level 13\, Block A\, Menara Prima\, Jalan PJU 1/37\, Dataran Prima\, Petaling Jaya\, Selangor\, 47301\, Malaysia
CATEGORIES:HRD Corp Claimable Programmes
ATTACH;FMTTYPE=image/png:https://hartamasacademy.com/wp-content/uploads/2026/02/LEAD-HAR-HRDC-Training-3.png
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