Customer Journey Assessment Framework (PowerPoint PPTX)

DESCRIPTION

The Customer Journey represents the complete experience a customer has with a brand, encompassing every interaction from initial awareness to advocacy. It includes all stages where the customer engages with the organization, both directly and indirectly, to meet their needs and expectations.

Understanding this journey helps organizations design meaningful, seamless, and personalized experiences. Optimizing the Customer Journey is critical to building lasting relationships, reducing churn, and driving higher lifetime value.

A Customer Journey Assessment provides a structured approach to identifying gaps, inefficiencies, and opportunities for enhancement at each phase of the journey. A comprehensive Customer Journey Assessment highlights hidden bottlenecks and inefficiencies that can negatively impact the Customer Experience.

In this PowerPoint presentation, we discuss an 8-phase framework to assessing your organization's Customer Journey:

1. Awareness
2. Consideration
3. Acquisition
4. Onboarding
5. Usage & Engagement
6. Retention
7. Advocacy
8. Post-purchase Experience

Each of these phases is discussed in depth, where we breakdown the key objectives of the phase and key insights to be gained from assessing this phase.

This deck on the Customer Journey Assessment Framework also includes slide templates for you to use in your own business presentations.

This framework is an excerpt from the Customer Journey Assessment and Checklist PPT, which also includes an in-depth 200+ item assessment across the 8 phases of the Customer Journey.

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Source: Best Practices in Customer Experience, Customer Journey PowerPoint Slides: Customer Journey Assessment Framework PowerPoint (PPTX) Presentation, LearnPPT Consulting