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Customer Journey Mapping   143-slide PPT PowerPoint presentation (PPTX)
$79.00

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Customer Journey Mapping (PowerPoint PPTX)

File Type: 143-slide PPT PowerPoint presentation (PPTX)

#2 in Customer Decision Journey $79.00
Crafted by a seasoned CX Consultant with global experience at industry giants like Microsoft and IBM, this presentation is your gateway to elevating customer experience and boosting satisfaction. Users include Apple and Syngenta.
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BENEFITS OF DOCUMENT

  1. Provides a framework for understanding customer experience across touchpoints, channels and relationship stages.
  2. Provides guidance for mapping people and processes to discrete elements of the customer experience to show what internal groups are accountable.
  3. Provides guidance on how to identify and prioritize customer experience (CX) and user experience (UX) issues and pinpoint opportunities to improve or redesign your product or service.

DESCRIPTION

This product (Customer Journey Mapping) is a 143-slide PPT PowerPoint presentation (PPTX), which you can download immediately upon purchase.

Customer Journey Mapping is the process of creating a graphical representation of the steps and stages a customer goes through to experience a product, service, an online experience, or any combination. It may focus on a particular part of the process or the end-to-end experience.

The journey map identifies key interactions that the customer has with the organization – the user's motivations, thoughts and feelings for each of these touchpoints. It provides a sense of the customer's greater motivation:
•  What do they wish to achieve (goals)?
•  What are their expectations of the organization?

According to a customer research study, customers who have had an unpleasant experience on a brand website are 88% less likely to return.

The journey map can be used as part of a business improvement process with potential for both improving the customer experience and reducing the costs of manufacturing a product or providing a service.

In addition, journey maps can reveal the Moments of Truth. Moments of Truth have the biggest impact on customer perception of the experience of all touchpoints across the journey. Moments of Truth are the key parts of the customer journey that need to be focused as part of designing great experiences.

Finally, companies that are setting up an online channel to sell their products and services should conduct a journey mapping analysis prior to the digital transition to ensure a satisfying and seamless customer experience.

In this Customer Journey Mapping PPT training presentation, you will learn how to carry out a systematic customer journey mapping process. It includes defining the scope, developing a persona and creating a step-by-step journey map.

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This training package includes:
1. Customer Journey Mapping PPT training presentation (PowerPoint format)
2. Customer Journey Mapping templates (PowerPoint format)
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LEARNING OBJECTIVES

1. Acquire knowledge on the key concepts of Customer Journey Mapping.
2. Learn about the importance of design personas and how to create them.
3. Learn the key elements of an effective customer journey map and go through the key steps for developing a draft customer journey map for a target customer.
4. Explore ways to improve customer experiences based on moments of truth identified in customer journey maps.

CONTENTS

1. Key Concepts of Customer Journey Mapping
2. Creating Personas
3. Elements of a Customer Journey Map
4. Ideation Techniques
5. Customer Journey Mapping Process

Got a question about the product? Email us at support@flevy.com or ask the author directly by using the "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: Best Practices in Customer Experience, Customer Decision Journey PowerPoint Slides: Customer Journey Mapping PowerPoint (PPTX) Presentation, Operational Excellence Consulting


$79.00
Crafted by a seasoned CX Consultant with global experience at industry giants like Microsoft and IBM, this presentation is your gateway to elevating customer experience and boosting satisfaction. Users include Apple and Syngenta.
Add to Cart
  

OVERVIEW

File Type: PowerPoint pptx (PPTX)
File Size: 20.7 MB
Number of Slides: 143 (includes cover and all slides)

Terms of usage (for all documents from Operational Excellence Consulting)


ABOUT THE AUTHOR

Author: Operational Excellence Consulting
Additional documents from author: 223

Operational Excellence Consulting, founded in 2009 by Allan Ung, draws from extensive experience at Microsoft, IBM, and Underwriters Laboratories (UL). With over three decades of expertise in strategy deployment, customer experience design, and operational excellence, our mission is clear: empowering global individuals and organizations through Design Thinking and Lean Methodologies. [read more]

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