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The Customer Journey

By mapping out your customer journey first, you are able to fill the gaps and work on your own magic formula to attract, convert and retain more of your best customers

Event Information

NB - This is an interactive masterclass and we try to recreate an interactive classroom environment, where the sessions are live via the zoom video conferencing platform and all delegates are expected to participate in the discussions. Feedback from other delegates have stated that the interaction and shared learning experience was one of the most valuable parts of the session.


Delivered by Marianne Smith, Managing Director of Doo Marketing, this two-part, creative and interactive masterclass will focus on how to help you map your customer journey and maximise the opportunities for more business over six stages. From how to raise awareness to market your products or services, to creating raving fans, those advocates who go onto recommend based on the exceptional customer experience they receive.

Today, customer experience is key. With so many channels to market your business, these actions often lead to knee jerk, expensive marketing decisions.

By mapping out your customer journey first, you are able to fill the gaps and work on your own magic formula to attract, convert and retain more of your best customers.

You will learn how to create your own customer journey and explore ideas to maximise their customer experience.

This two-part masterclass will be interactive with discussion and participation encouraged to ensure that delegates get the most out of the sessions and have the opportunity, to raise questions and ideas about their own businesses.   


Session 1 – Wednesday 15th September 2021 (10:00 – 11:30)

Session 2 – Wednesday 22nd September 2021 (10:00 – 11:30) 


The key content areas covering during the sessions are:

  • Mapping Your Customer Journey in six stages
  • How to fill the gaps and spot opportunities at different touchpoints 
  • The importance of getting prospects to Know, Like and Trust before they buy (and before you spend on marketing)
  • How to add value to each stage to attract, convert, retain and grow
  • Actions to prioritise which stage to address first for easy wins


About the Presenter – Marianne Smith

Marianne is a Fellow of the Chartered Institute of Marketing and Managing Director of Doo Marketing. For the last 20 years Marianne Smith FCIM, has helped businesses communicate, engage and retain more clients. Marianne has worked at a senior level in internal comms, external comms, events and marketing functions with the likes of Thistle & Mount Charlotte Hotels, Royal Armouries International, Turner & Townsend Plc and West Yorkshire Chamber of Commerce.

In 2012, Marianne established Doo Marketing to work with SME’s to ‘do their marketing’. Becoming increasingly frustrated that at any given time marketing opportunities could give way to expensive un-marketing, Marianne developed a programme that reviewed and improved customer touchpoints. From how businesses attract clients to how they build an army of internal and external advocates.

Today, Marianne specialises in mapping and maximising customer journeys for clients and is becoming one of Yorkshire’s senior practitioners in the B2B Customer Experience.


Secure your place

The interactive masterclass is fully funded and places are limited so be sure to apply for yours today. When booking you are committing to attending both sessions. Confirmation of your place will be sent separately once your eligibility has been checked post receiving your application.

Please note we are only able to offer one place per company to ensure we can support as many businesses as possible. To qualify for this funded support, your business must be a small to medium enterprise (SME) based in Greater Lincolnshire. Apologies, no support intermediaries, public bodies or financial sector businesses.


 Am I eligible? 

The interactive masterclass is available to businesses, partnerships, sole traders, and registered charities, with a trading address located within Greater Lincolnshire (North Lincolnshire, North East Lincolnshire & Lincolnshire).

To attend, your business must complete an SME enrolment form in order to check the business’s eligibility against the funding criteria. (The form will be sent to you on completion of an Eventbrite booking - if one has not already been completed and on file).

Please note that attendance at Business Lincolnshire events will not preclude eligibility to access grant funding.


Sign up here

Event information:


15/09/2021 10:00 - 11:30

Category: Digital

Organised by:
Business Lincolnshire Growth Hub