Lego's Executive Customer Journey Mapping PPT

This PPT slide, part of the 34-slide Customer Journey Map PowerPoint presentation, presents a detailed customer journey map for Lego, illustrating the various stages of a customer's experience from before, during, and after a trip. This specific example focuses on an executive named Richard traveling to New York City. The map is structured in a circular format, emphasizing that the journey is continuous and does not necessarily conclude after a single visit.

Key elements are organized into 3 main phases: Before, During, and After. In the 'Before' phase, activities such as checking in at the train station, receiving tickets, and booking hotel accommodations are highlighted. This phase sets the foundation for the overall experience, showcasing the importance of initial interactions.

The 'During' section outlines Richard's experiences while traveling, including boarding the plane, safety procedures, and in-flight activities like watching a movie. Each touchpoint is marked with icons that suggest the emotional state or experience quality, indicating moments that could be pivotal for customer satisfaction.

The 'After' phase includes post-travel activities such as luggage collection and returning to the airport. This section reinforces the idea that the journey is cyclical, encouraging businesses to consider ongoing engagement strategies beyond the immediate experience.

The slide also includes practical insights, urging businesses to identify critical moments that can enhance customer loyalty and satisfaction. It emphasizes the need for data collection at various touchpoints to continuously improve the customer experience. Overall, this journey map serves as a powerful tool for understanding customer interactions and optimizing each phase of their journey.

This slide is part of the Customer Journey Map PowerPoint presentation.

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Customer Decision Journey Customer Experience Customer Loyalty Customer Satisfaction Customer Journey

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