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BENEFITS OF DOCUMENT

  1. Provides a summary of the process for creating a customer experience journey map.
  2. Serves as a complementary tool for your Customer Journey Mapping workshop.
  3. Print the poster in A3/A4 size right out from your office copier machine.

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 or service.

The Customer Journey Mapping Poster provides guidelines for creating a journey map. The poster illustrates the key steps for creating an example current state map for an online shopping experience.

The poster comes in two themes: color and monochrome. Formatted in PDF and in editable PPTX, the poster can be easily printed on an A3 or A4-sized paper from an office copier machine and displayed on employee workstations, or distributed together with your journey mapping workshop handouts.

The Customer Journey Mapping Poster complements the Customer Journey Mapping training presentation materials. It serves as a takeaway and summary of your customer experience presentation.

The Customer Journey Mapping Poster describes the seven steps for creating a journey map. They include:

Step 1: Persona - Identify the customer embarking on the journey.

Step 2: Stages - Organize the journey into major stages.

Step 3: Goals - Define the customer's goals and expectations.

Step 4: Actions - Define what the customer is doing, including the interaction points.

Step 5: Thoughts & Feelings - Include the customer's thoughts and feelings in the different stages of the journey to empathize with them.

Step 6: Metrics - Map quantitative data (e.g. satisfaction rating) onto the journey to show the relationship to the qualitative information.

Step 7: Opportunities - Identify opportunities for improvement and innovation, or that require more research to create a future state journey.

Quotations from Dale Carnegie and Steve Jobs related to customer experience are included.

Got a question about the product? Email us at [email protected] or ask the author directly by using the form to the right. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: Customer Journey Mapping Poster PDF document

 
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Customer Journey Mapping Poster

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This business document is categorized under the function(s):

It applies to All Industries

File Type: PDF (pdf)

File Size: 377.7 KB

Number of Pages: 3

Related Topic(s): Customer Decision Journey

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

This product contains a supplemental PPTX document.

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

Initial upload date (first version): Sep 20, 2021
Most recent version published: Sep 20, 2021

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