Designing and Managing your Customers’ Journey and Maximizing Social Media
Recorded On: 11/21/2021
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2 Sessions from NCRA's 2021 Business Summit are combined for you.
Session 1 - Designing and Managing your Customers’ Journey: The greatest gifts we can give our customers and clients are excellent service, management of expectations, and consistency! The challenge is that most businesses don’t realize is all three of these begin with the design of our customer’s journey. During this presentation, you will learn what a customer journey consists of, why it is so important and, what are the six key points of designing your customer journey: Awareness, consideration, purchase, service, loyalty, and advocacy. Also, you will learn how to apply these design elements to create a customer journey that can be executed by any member of your organization, consistently. Finally, we will examine how to maximize the touchpoints and opportunities at each level to ensure you cultivate happy, loyal customers!
Session 2 - Maximizing Social Media: With all the social media platforms and content creation obstacles, business owners can get lost in the noise and struggle to understand what they should do next. During this presentation, you will learn about standard social media channels, content creations, and how to make sure you stand out online. You will also learn to identify which platforms work best for your business, how to create a content schedule, and how to reach your target market. Finally, we will explore overall best practices to maximize your social media presence. The greatest gifts we can give our customers and clients are excellent service, management of expectations, and consistency! The challenge is that most businesses don’t realize is all three of these begin with the design of our customer’s journey. During this presentation, you will learn what a customer journey consists of, why it is so important and, what are the six key points of designing your customer journey: Awareness, consideration, purchase, service, loyalty, and advocacy. Also, you will learn how to apply these design elements to create a customer journey that can be executed by any member of your organization, consistently. Finally, we will examine how to maximize the touchpoints and opportunities at each level to ensure you cultivate happy, loyal customers!
Audra Fournier
Founder
Partners for a Solution, LLC
| Audra Fournier is a certified professional life and master business coach, who has built her company centered around leading others to success. Additionally, Fournier is a business owner and a commercial property investor. Her mission is to help business owners and individuals become more confident and successful leaders within their organizations. Fournier was born into a family of business owners. She is a third-generation family-owned business entrepreneur. Her grandfather started a plumbing supply company in the 1940s, her mother started a law firm in the 1990s, and both of her sisters have their own businesses. You could say Fournier was destined for the role of a business coach, having been around and involved in business for the entirety of her life. Striving for greatness, she began her journey attending Florida State University and obtaining her Bachelor of Science in Business, specializing in hospitality management. Following her degree, she worked in Manhattan with a boutique hotel. Then Fournier was part of a team of professionals that opened a five-star destination spa resort in the Pocono Mountains of Pennsylvania. Afterward, she decided to further her education at the University of Tampa where she earned her MBA. Last, but not least, Fournier received her life and master business coaching certifications from Fowler International Academy so she could take hold of her passions and begin her life's work. Fournier began Partners for a Solution in 2015, knowing she could truly make a difference in the lives of others and create effective change in their businesses, by providing them the tools to overcome today and excel tomorrow. She simply has the heart to serve and the passion to help others. |
Stephanie Canfield
Founder and CEO
Ignite Digital Marketing Solutions
Stephanie Canfield is a digital marketing professional and business owner with more than 10 years of experience in marketing and entrepreneurship. Over the course of her career, Canfield has owned multiple businesses and has continued demonstrating her passion for helping clients achieve their brand awareness and marketing goals across each venture. She started her company Ignite Digital Marketing Solutions with the mission to help businesses and partners realize their vision and effectively compete in an online market. Ignite believes in providing solutions that meet the evolving needs of partners and empowering them to succeed.
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