Understand The Customer Behaviour And Needs On Customer Journey Mapping
HRD Corp claimable programme
Date & Time:
Venue:
Hartamas Training Centre
Level 13, Block A, Menara Prima, Jalan PJU 1/37, Dataran Prima, 47301, Petaling Jaya, Selangor Darul Ehsan.
Trainer
Ms. Fyza Ibrahim
Retail Channel Productivity and Learning & Development Specialist
Maxis Mobile Sdn Bhd
Introduction
A training program designed to equip participants with the skills and knowledge to understand the customer journey mapping and enhance the customer experience.
Course Objectives
By the end of this training, participants will be able to:
- Understand Customer Behaviour & Needs – Learn how to identify customer expectations, emotions, and decision-making processes at different journey stages.
- Analyze & Map the Customer Journey – Develop a structured approach to visualizing customer interactions across various touchpoints.
- Identify Pain Points & Opportunities – Recognize friction areas that negatively impact customer experience and find opportunities for improvement.
- Enhance Customer Engagement & Satisfaction – Implement strategies to improve customer interactions, increase satisfaction, and drive brand loyalty.