Customer vulnerability workshop
Vulnerable customer journey mapping
Firms use customer journeys to better understand and enhance the overall customer experience. Customer journeys map out the interactions customers have with a firm. However, for vulnerable customers, ‘generic’ customer journeys are limited, often unrealistic and seldom effective. This workshop is designed to help you build customer journeys which are representative of your actual customers – based on data.
Aim: To understand the firm’s current customer journeys – along with how these could be enhanced to better incorporate the management of vulnerable customers.
Audience: Customer experience and operation managers.
Duration: 2–5 days
Location: Firms’ offices, face-to-face
Fee: £1,000 + VAT
Topics covered include:
Analysing the current customer journeys, for example: new business, claims, complaints, termination and so on.
Designing how journeys need to be modified to accommodate the identification and treatment of vulnerable customers.
Reviewing the journeys for some vulnerable cohorts.
Outcomes:
Journey maps for current and proposed customer journeys.
An understanding of how MARS can be best incorporated into these customer journeys.
Successful customer journeys can help to improve customer experience, increase customer loyalty and retention, personalise communications, identify and reduce bottlenecks, identify and benefit from opportunities, align departments and processes, optimise resources and enhance support.