Presentation Introduction to Customer Journey Mapping
Service quality is driven by not only understanding and meeting customer expectations but developing products and services that focus on maximizing the customer experience.
Customer experience means delivering a reliable process that can be tailored to the unique needs of your customers. Positive experiences contribute to long-lasting relationships; a bad one could trigger the end.
This presentation will introduce a method for Customer Journey Mapping.
Agenda:
Customer Journey Mapping: 30-minute presentation with 15 minutes of Q&A
Closing with 10-minute overview of potential October 2024 workshop in which small teams of 4 – 5 work through a simulation to diagnose a service quality problem.
Takeaway: Participants will have some techniques to apply to their own organization.
This program is presented by leaders of the ASQ Service Quality Division; Ryan Politis and Mark Howell.
Ryan is a service quality veteran with over 20+ years of experience leading and coaching continuous improvement of service initiatives in the retail sector.
He is the immediate Past-Chair of the Service Quality Division and is passionate about developing engaging and sustainable customer experiences.
Mark is a Lean Six Sigma Master Black Belt with 20+ years of experience in a broad range of industries. For the past decade, he has held key roles in business transformation and innovation using customer feedback to drive breakthrough solutions. He is the Chair-Elect of the ASQ Service Quality Division.
Link to library with presentation https://my.asq.org/viewdocument/feb-13-2024-program-introduction-t?CommunityKey=b61238ba-52fb-4632-9df8-018670cf5cc9&tab=librarydocuments&hlmlt=ED