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Customer Journey Mapping (PowerPoint PPTX)

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HIGHLIGHTS

Author: Operational Excellence Consulting TOP AUTHOR [?]

Immediate, digital download

File Type: 143-slide PowerPoint presentation (PPTX)

BENEFITS OF DOCUMENT

Provides a framework for understanding customer experience across touchpoints, channels and relationship stages.
Provides guidance for mapping people and processes to discrete elements of the customer experience to show what internal groups are accountable.
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.

DOCUMENT DESCRIPTION

This product (Customer Journey Mapping) is a 143-slide 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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Note: 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 [email protected] 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

ABOUT THE AUTHOR: OPERATIONAL EXCELLENCE CONSULTING

Operational Excellence Consulting is a leading management training and consulting firm dedicated to helping individuals and organizations improve their effectiveness and productivity in the post-pandemic new normal. Our mission is to drive lasting beneficial change by leveraging design thinking and lean management approaches. [read more]

Operational Excellence Consulting has published 209 additional documents on Flevy.

DETAILS

File Type: PowerPoint (pptx)

File Size: 20.7 MB

Number of Slides: 143 (includes cover, transition, & marketing slides)

Related Topic(s): Customer Experience Customer Decision Journey

This business document is categorized under the function(s): Operations Strategy, Marketing, & Sales

It applies to All Industries

Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.

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

Initial upload date (first version): Dec 13, 2018
Most recent version published: Feb 28, 2022

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