This PPT slide, part of the 42-slide Customer Journey Assessment & Checklist PowerPoint presentation, presents a structured framework for assessing the customer journey, encompassing eight distinct phases from initial awareness to post-purchase experiences. Each phase is critical in understanding how customers interact with a product or service, and it highlights the importance of each stage in shaping overall customer satisfaction and loyalty.
Starting with the Awareness phase, it emphasizes how customers first learn about a brand or product. This stage is influenced by brand visibility and marketing efforts. Following this, the Consideration phase involves customers actively researching and comparing options, where effective marketing materials and thought leadership play a vital role.
The Acquisition phase marks the point where customers engage directly, often influenced by user experience, pricing, and ease of conversion. This leads into Onboarding, where the initial introduction to the product or service occurs. Education and customer support are critical here to ensure a smooth transition.
Usage and Engagement is the next phase, focusing on how customers actively use the product. This stage assesses product functionality and overall satisfaction. Retention efforts come next, aimed at keeping customers engaged and minimizing churn through ongoing communication and loyalty programs.
Advocacy is the phase where satisfied customers promote the brand, sharing their positive experiences and contributing to social proof through testimonials and referrals. Finally, the Post-purchase Experience phase ensures that customer expectations are met, reinforcing trust and satisfaction through proactive support and feedback collection.
This comprehensive framework not only identifies key touchpoints, but also highlights potential bottlenecks that could hinder customer satisfaction, making it a valuable tool for organizations aiming to enhance their customer journey.
This slide is part of the Customer Journey Assessment & Checklist PowerPoint presentation.
This framework is created by former McKinsey, BCG, Deloitte, EY, and Capgemini consultants. It provides an evaluation of over 200+ activities & items across 8 phases of the Customer Journey.
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Customer Decision Journey Customer Satisfaction Customer Journey User Experience Leadership Feedback
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