Customer Journey Mapping – Tools to identify customer service gaps and improve customer satisfaction

15 August, 2017
10:00 AM - 1:00 PM

Coopers Alehouse Wallaroo | Keg Room
11 Heritage Dr
Wallaroo, South Australia

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SATIC with the support of the Government of South Australia and the South Australian Tourism Commission is running 30 workshops around the state in 2016/17. Each workshop includes a one-on-one business coaching session per registered business within three months of the workshop.

These workshops are highly interactive, hands on and conducted in a small intimate group setting of up to 30 people that are tailored and run by professional facilitators. They aim to deliver tangible outcomes - learnt today and implemented tomorrow.
Customer Journey Mapping – Tools to identify customer service gaps and improve customer satisfaction
Businesses with a customer centric approach who understand their customers, their journey and key touchpoints are gaining competitive advantage. Different customer touchpoints require different content, interaction and customisation in a variety of channels. Those touchpoints are moments of truth that provide businesses with opportunities to improve their customer interactions.

This workshop will equip you with the skills to develop a deeper understanding about your most profitable customer (actions, motivations, feelings, barriers, preferences) and map their customer journey from awareness to advocacy. This improved customer knowledge enables you to deliver a more personalised experience at individual touchpoints and perfect the whole customer journey. 

Key takeaways:
• The Customer Persona and how to tailor it to your business.
• Understanding the different phases of a customer journey. 
• Development of a customer journey map.
• Understanding of key customer touchpoints, current gaps and actions to improve customer service interactions.

SATIC’s Service Excellence Manager, Roz Becker and other members of the SATIC team will be undertaking one-on-one business coaching within three months of the ServiceIQ Workshop. These follow-up meetings will assist with the implementation of learnings from this workshop.

To book your session, please contact Roz on (08) 8110 0123 or email

To secure your place and register now for this workshop, please click below:
Registration     Price Quantity

Attend Workshop (incl GST)     $50.00

Workshop details:

When: Tuesday, 15 August | 10am - 1pm

Where: Coopers Alehouse Wallaroo | Keg Room | 11 Heritage Dr, Wallaroo SA 5556

Investment: $50pp
Includes complimentary follow up one-on-one business coaching session per registered business (within 3 mths).
Morning tea supplied.

RSVP: Tuesday, 8 August
Bookings essential, spaces limited.

For further information, please contact SATIC's Service Excellence Manager, Roz Becker on telephone 08 8110 0123 or email

We will accept payment by Credit Card (VISA or Master Card) only.

Please note any cancellations received within 7 days of ‘ServiceIQ Workshop - Yorke Peninsula’ will not be refunded.

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