Module 7: Communication in Customer Journey

The purpose of this module is to explore different communication activities, channels and tools in different stages of customers´ journey to attract customers and motivate them to buy value added green products and services of a green micro enterprise.

Keywords:Communication strategy, customer journey, value-adding communication

Learning outcomes: Each participant will be able to understand the holistic picture of communication activities, channels, tools and sales opportunities on different stages of customers´ journey. They will learn to recognise different aspects in communication that can influence customer experience and use suitable means of communication on each stage of customer journey. The participants will know how to plan a communication strategy for their business.

Tools: Customer journey map, communication strategy

Assignment: To create a communication plan for a company, taking into account different steps of customers´ journey

NB Links to extra materials for self study COMMUNICATION_ English