This PPT slide, part of the 103-slide Complete Guide to Customer-centric Design (CCD) PowerPoint presentation, presents an overview of the "I Join" customer journey, detailing 5 key steps a customer typically follows when entering into a contract. It begins with the initial stage where the customer informs themselves, indicating a proactive approach to understanding the service or product. This is followed by the customer declaring their interest and seeking further information, which highlights the importance of engagement at this early phase.

The third step involves the customer filling out their contract, accompanied by a request for assistance. This suggests that support during this stage is critical, as customers may require guidance to navigate the process effectively. The fourth step shows the customer receiving their contract confirmation and supporting materials, emphasizing the need for clear communication and documentation to ensure the customer feels secure and informed.

Finally, the last step indicates that the customer logs into the portal, which likely serves as a platform for ongoing interaction and service management. This progression illustrates a structured journey from initial interest to active engagement, showcasing the importance of each touchpoint along the way.

The slide also notes various channels through which customers can interact, such as marketing, social media, and direct contact with sales agents. This highlights the multifaceted nature of customer engagement and the necessity for businesses to provide seamless experiences across different platforms. Understanding this journey can help organizations refine their processes and enhance customer satisfaction.

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