Thursday, November 23, 2017

How to Create a Customer Journey Map That Transforms Your Business
Recorded on October 28, 2015



How many different ways does your organization interact with members, donors, volunteers, partners, prospects and the public?  Every interaction affects your ability to engage, serve and retain members—and accomplish your mission. Improve that customer experience and you can literally transform your growth.  That’s why a customer journey map is such a powerful tool.

With the right journey map, you can see where and how your audience interacts with your website, employees and other touch points. You can gain insights about what the customer experience looks like and feels like for your audience plus ways to turn every interaction into a superior customer experience.

Here’s how to create a journey map you can start using immediately to delight your audience and grow.

Register now for How to Create a Customer Journey Map That Transforms Your Business.

In this 90-minute webinar, digital strategist Anne Mader and information architect Melissa Woodson show you how to develop a clear map of how the different experiences your audiences have as they interact with various departments throughout your organization.

Using a critical cross-functional approach.  You’ll learn what tools help you get started with your customer journey map, what it should include, and how to collaborate with other departments and integrate data from across your organization so that you can see where—and how—to transform the customer experience for every interaction. You’ll come away with ready-to-use tools for developing your own customized journey map.   Plus, you’ll have the chance to ask your own questions during the Q&A portion of the webinar.

Reserve your space now to develop a customer journey map that vastly improves how you engage, serve and retain your audience, including how to: 

  • Map the customer journey to define human and digital touch points
  • Align actions, processes and resources to make each interaction exceptional
  • Start with the right tools and make sure your journey map includes all the right elements
  • Apply a method that enables organizations of all sizes to scope and create customer journey maps
  • Use the map to empower customer-facing employees to turn every interaction into a great customer experience

Remember, a strong journey map can transform the customer experience—and the success of your business. Why risk trial-and-error in doing it? With what you’ll learn in this webinar, you can immediately begin creating a map you can use to align your organization with what your customers or members value the most.

Register now for How to Create a Customer Journey Map That Transforms Your Business.

Meet Your Webinar Leaders
Melissa Woodson is an Information Architect/Content Strategist with over 8 years of experience in user research & evaluation, information architecture and content strategy. She is a proven leader in User Experience projects, identifying user needs and aligning those with business goals of the organization. Melissa’s experience ranges from leading audience analysis efforts to conducting usability testing.  Melissa excels in collaboratively generating ideas with clients through ideation sessions and effectively conducting focus groups and interviews for both internal and external audience analysis.

Anne Mader is a Researcher & Strategist with over 15 years of experience marrying organizational needs with audience wants. She possesses strong business acumen and uses that to guide her research efforts. Anne excels at high-touch interactions designed to get the most effective qualitative information such as stakeholder and user interviews, competitive analysis, analytics and synthesis of that data with other forms of analysis.   Anne is at the forefront of effectively using ethnographic observation to help clients understand barriers to success that customers may be experiencing. 

Who Should Attend
This webinar is of value to member associations, nonprofits, trade associations and association consulting companies. Attendees who will benefit the most include:  

  • Customer Service Representatives/Staff
  • Membership Staff
  • Sales and Marketing Staff
  • Information  Technology Staff
  • Communications Staff
  • Consultants

Don't wait, register your entire team today!

CAE Credits: Live webinar attendees are eligible for 1.5 CAE credit hours. Association TRENDS is a CAE Approved Provider. This program meets the requirements for fulfilling the professional development requirements to earn or maintain the Certified Association Executive credential. We will maintain records of your participation in accord with CAE policies. For more information about the CAE credential or Approved Provider program, please visit

Have a question? Vist our FAQ page here

Qty. Price Product Name
$215.00 How to Create a Customer Journey Map: OnDemand Recording (Active for 12 months from 10/28/2015)
$1397.00 The Association Webinar Training Pass (Includes 12 months of unlimited live and archived webinars)