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Volume 5 Journal of Pharmaceutical Care & Health Systems Pharma Middle East 2018
November 05-07, 2018
Page 22
conferenceseries.com
November 05-07, 2018 Abu Dhabi, UAE
18th Annual
Pharma Middle East Congress
It is not a visit; it is a journey. The Customer Journey Mapping (CJM)
Aim: To encourage the employees across all departments to think outside of the box and improve services quality through
Customer Journey Mapping (CJM)
Objectives: What you want to provide to the customer What the customer would like to receive Essentials components of
effectives CJM
Methodology: A literature search was performed by key factors Customer Journey Mapping (CJM)
Introduction: CJM It is a storytelling tool used to engage users and it is also a powerful way to teach organizations more
about their customers. CJM identifies the positives and negatives of your process. Giving you a chance to improve the overall
experiences.
Discussion: Return customers are the lifeblood of any business, and the ways to grow your repeat customer base based on:
1. Stay in touch
2. Assume they won't remember you
3. Keep the experience fresh and relevant
4. Surprise them
5. Collaborate
6. Have the right people on the front-line
7. Make it easy for customers to reach you
8. Listen
9. Show your appreciation
Customer service is part of the overall customer experience, and is reactive (unlike customer experience which is proactive)
After CJM implantation, you can learn directly from the customer and you can understand the customer Finally, How to make
an excellent impression on people you encounter and enhance your professional image by implantation of Customer Journey
Mapping (CJM)
Conclusion: To be able to walk in a customer’s shoes, your business will have a better understanding of your customers likes
and dislikes, what they are having trouble with, and what doesn’t work for them. This is all necessary information to improve
services quality through implantation of Customer Journey Mapping (CJM) and always exceed your customer expectation
Biography
Senior Pharmacist with more than thirty years of experience in the UAE in Abu Dhabi in Primary Health Centers (PHC), Urgent Care Center (UCC) and Ambulatory
Health Services (AHS) and MSc in Clinical Pharmacy UK. She is a lecturer from 2003 in Ministry of Health (MOH), in CPE/CME pharmacist’s program from 2011
in SEHA/ Ambulatory Healthcare Services (AHS). Her roles include conducting research, conference abstracts, invited presentations in the national & international
conferences, focusing on pharmaceutical care based on safety and efficacy of the medications.
Dr Royida Al Marastani
SEHA-Ambulatory Healthcare Services, UAE
Dr Royida Al Marastani, J Pharma Care Health Sys 2018, Volume 5
DOI: 10.4172/2376-0419-C4-035