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HIGHLIGHTS
BENEFITS OF DOCUMENT
DOCUMENT DESCRIPTION
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
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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 management training and consulting firm that is dedicated to helping individuals and organizations become more effective and productive in the post-pandemic new normal.
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Founded with a mission to "helping individuals and organizations become more effective and productive using design thinking and lean management approaches," our aim is to support our clients in designing, managing and executing lasting beneficial change.
We work with government bodies, multinational corporations and small and medium-sized enterprises of a wide spectrum of industries.
Our firm's key capabilities are Design Thinking, Customer Experience Management, Business Model Innovation, Lean Process Redesign, Total Quality Management (TQM), Total Productive Maintenance (TPM), Kaizen, Value Stream Improvement, Hoshin Kanri (Policy Deployment), Problem Solving Techniques & Tools (e.g. PDCA, 8D, A3, etc.), Training Within Industry (TWI), Suggestion System and Benchmarking.
As a means to spread the adoption of operational excellence techniques and tools to benefit organizations, businesses and society, we take pride in designing and developing high quality training and customizable presentations, frameworks and templates to add value and complement your training and business needs.
Operational Excellence Consulting has published 197 additional documents on Flevy.
DETAILS
This business document is categorized under the function(s): Operations Strategy, Marketing, & Sales
It applies to All Industries
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
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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