Leadership Development Institute at Eckerd College (LDI) & Center for Creative Leadership (CCL)

Customer Journey Mapping

Capturing the Outside-In View That Reveals Breakthrough Ideas

Every performance improvement methodology has mechanisms to focus on customer needs or customer satisfaction. Unfortunately, most traditional methods have one (or both) of two shortcomings:

  • An inside-out perspective where the customer experience is considered from the context of your internal processes
  • Reliance on after-the-fact feedback (or lag data) from customers

The customer journey map is a tool that illustrates the customers’ expectations, experiences and feelings throughout their process. This outside-in perspective gives a much better view of the forces that shape customer expectations; how your people, processes and technology measure up to those expectations; and the emotional impact from each interaction with your organization. These impacts or “moments of truth” are what drive customer satisfaction, loyalty and business growth.

Breakfast Workshop

Date
Friday, June 15, 2018

Time
8:30 a.m. to 10:00 a.m.
Breakfast and Networking begins at 7:45 a.m.

Location
Eckerd College

Price
$25/Person

Customer Journey Mapping highlights

  • The strengths and shortfalls of traditional customer measurement techniques
  • How customer journey maps enrich our perspective
  • Examples from customer experience success stories
  • Keys to successful journey mapping projects
  • How Eckerd College’s programs and services can help you in this journey

Who Should Attend?

You will benefit most from this program if you are a

  • Senior manager or executive who influences corporate strategy
  • Service or product line leader
  • Marketing manager
  • Customer service leader or customer relationship manager
  • Process improvement professional
  • Senior leader who owns the citizen/patient/member/student relationship
  • Leader of a initiative to improve services, processes or customer retention

Date
Friday, June 15, 2018

Time
8:30 a.m. to 10:00 a.m.
Breakfast and Networking begins at 7:45 a.m.

Location
Eckerd College

Price
$25/Person

About the Speaker

Amanda Dietz - Customer Experience Training

Amanda Dietz
Vice President,
Orion Development Group

Amanda Dietz is the Vice President – Solution Integration and Customer Experience Practice Leader for Orion Development Group. She has more than 20 years of experience in operations management, strategy and business process improvement.

Prior to joining Orion, Ms. Dietz attained extensive quality and process experience in the corporate world, principally in the financial services sector. She served on the senior management teams at InTuition, Inc. and Florida Federal Savings Bank. In these roles, Ms. Dietz’s accomplishments included:

  • Enhanced profitability in excess of 10% for years
  • Semi-finalist for national Quality Service Award
  • Leading numerous IT transformation projects

Ms. Dietz earned her B.S. in Finance from Indiana University and her M.B.A. in International Management from the University of South Florida.

The Impact of a Good or Bad Customer Experience

  • 86% of buyers would pay more for a better customer experience. (Walker)

  • 91% of customers who had a bad customer experience won’t do business with your company again. (Glance)

  • 76% of consumers say they view customer service as the true test of how much a company values them. (Aspect Consumer Experience Survey)

  • Google says 61% of users are unlikely to return to a mobile site they had trouble accessing and 40% visit a competitor’s site instead. (McKinsey & Company)

  • 95% of dissatisfied customers tell others about their bad experience. (Zendesk)

Download 16 Customer Experience Statistics You Need to Know

New Customer Experience Open-Enrollment Programs

Eckerd College and Orion Development Group will also offer two open-enrollment programs for executive management and organizational leaders that expand upon these principles and provide hands-on tools.

Learn more about our Customer Experience open-enrollment programs.

Have a question?

Contact us at 800.753.0444 or ldi@eckerd.edu.

Eckerd LDI logo
Orion Development Group - Customer Experience Training Programs

Presented in Partnership by Eckerd College and Orion Development Group.

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Have a Question on CX Programs?

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2017 Financial Times - Leadership Development Institute

For the fourth year in a row, the Center for Creative Leadership (CCL®) ranked No. 4 overall in the 2017 Financial Times worldwide survey of executive education. CCL has earned a Top 10 ranking for 16 consecutive years and remains the only institution among 85 in the survey focused exclusively on leadership development.

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