The Customer Journey Playbook: A Hands-On Workshop for Growing Businesses

Are you delivering a great service… but relying on it living in your head?

This practical, hands-on workshop is designed for small business owners who want to create a consistent, standout experience for their customers using automated processes without losing the human touch.

You may already be doing brilliant work, but:

• Is the process consistent all the time?

• Do your clients each receive a personal experience with you?

• Do you know where your “wow” moments really happen?

• Could someone else in your business confidently deliver the same standard if they needed to?

By the end of the session, you will:

• Understand the difference between process mapping and customer journey mapping, and how to use both in your business

• Map out a clear, focused onboarding journey for your customers or clients

• Identify your key “wow moments” that really matter to your customers, and learn how to showcase them intentionally

• Create a practical journey map you can take away and use immediately

• Feel more confident that your service experience is consistent, even as your business grows

This workshop is ideal for:

• Small business owners and sole traders

• Service-based businesses

• Anyone who wants to improve customer experience without overcomplicating their processes

No prior knowledge of journey mapping or process design is needed. Just bring your business and an open mind.