The Customer Journey Workshop

Businesses today have realized the power of the “Customer Journey” -- the end-to-end experience your customers go through with your brand and your products, from the moment they start investigating your offerings to the end of the product life cycle. Customer Journey work is some of the most strategic work any company can do because it describes the sequence of events that customers go through to learn about, purchase, and interact with your offering, whether it be a commodity, good, service, or experience.   It’s a journey where brands are built, reputations are made, value is created, and loyalty is won or lost.  No wonder many companies spend a lot of time and money gathering strategists in a room to articulate the Customer Journey that they want their target audience to experience.

But there’s another approach.  How about designing a process where customers actually tell you what they want, and then aligning your organization to deliver on that Customer Journey?

That is the exact approach of Stone Mantel’s Customer Journey Workshop, a unique two-day offering designed to create an experience that actually aligns with your customer’s expectations, with output that delivers a scene-by-scene illustration of exactly what that Journey should look like. Theworkshop is presented by Stone Mantel’s Joe Pine and Dave Norton, who bring unmatched thought leadership, proprietary content as well as explorative methodologies to the session.  It is designed to provide a cross-functional team with the strategic frameworks, guidance, and tools they need to identify, prioritize, and define a set of experiences that will comprise your Customer Journey. 

Two days of your team learning, thinking, and designing is all it takes.

Day One starts with introducing the best thinking in experience strategy on Customer Journeys, and then immediately gets your team designing Journey concepts, scene by scene, with our guidance and facilitation. It’s here where we incorporate what we already know your customers are looking for and design a sequence of events around key moments of the Journey. We report out the ideas and critique them for effectiveness as a group.

Day Two is about refining the concepts, designing tactics, and aligning the Customer Journey with your business objectives. Here we take the concepts from Day One and begin to articulate all the supporting operational and technical requirements to make the Journey a reality.   At the end of the day the team will have a complete Customer Journey that is ready to be shared with your organization and your target customers, where it can be further refined.

After the workshop your cross-functional team will be aligned around a common understanding of the customer experience and will be able to address the questions, issues, challenges, and opportunities needed in order to quickly execute.  More than just a concept, your Customer Journey will include detail you could not have imagined, including key moments, scenes, and supporting tactics.

A Customer Journey that inspires customers to spend more time with your brand -- and then become evangelists – is the route to success today. The Customer Journey Workshop is an efficient and effective way to identify a realistic future customer experience that can solve your toughest issues in loyalty, satisfaction, and revenue.

For more information on Customer Journey Workshops or to schedule your own session, contact Stone Mantel today at 303.814.3627 or by email to Ideation@gostonemantel.com.

You can also download a flyer on our Customer Journey Workshops by clicking here.