Designing Customer Journeys: Key Experience Types PPT

This PPT slide, part of the 103-slide Complete Guide to Customer-centric Design (CCD) PowerPoint presentation, emphasizes the importance of designing customer experiences, highlighting that these experiences are essentially journeys. It categorizes these journeys into 3 distinct forms: physical, temporal, and intellectual.

Physical journeys refer to tangible experiences, such as traveling from one city to another, exemplified by a train ride from New York City to Washington, D.C. This type of journey focuses on the actual movement through space and the interactions that occur during that process.

Temporal journeys are more about the duration of relationships, illustrated by a long-term engagement like a 20-year relationship with a doctor. This highlights the significance of ongoing interactions over time, suggesting that the quality of these experiences can evolve and impact customer satisfaction.

Intellectual journeys relate to engagements that involve cognitive processes, such as consulting. This type of journey underscores the need for thoughtful interaction and the delivery of value through knowledge and expertise.

The slide stresses that every stage of the customer journey must be carefully analyzed and designed. Each touchpoint represents an opportunity to either engage or alienate customers. This insight is critical for organizations aiming to enhance customer satisfaction and loyalty.

The final note suggests that if a company is designed for service, it will naturally embody the behaviors necessary for effective customer experiences. This includes understanding the elements of intention, attention, and culture that contribute to a positive customer journey. The overall message is clear: a strategic approach to service design is essential for meeting customer expectations and fostering lasting relationships.

This slide is part of the Complete Guide to Customer-centric Design (CCD) PowerPoint presentation.

This presentation is created by ex-McKinsey, BCG, Deloitte, EY, & Capgemini consultants. It discusses emerging frameworks related to Customer-centric Design, e.g. Customer Journey, Human-centered Design, & Design-driven Culture.

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Customer Experience Service Design Customer Satisfaction Customer Journey Customer-centric Design

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