File Type: PowerPoint (pptx)
Aspect Ratio: 4:3 Standard Screen
File Size: 21.7 MB
Number of Slides: 133
Training Presentation/Powerpoint:
Customer Journey Mapping
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. It identifies key interactions that the customer has with the organization – the user’s motivations, thoughts and feelings for each of these touchpoints. According to a research study, customers who have had an unpleasant experience on a brand website are 88% less likely to return.
The 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.
Companies that are setting up an online channel to sell their products and services as a result of the pandemic should conduct a journey mapping analysis prior to the digitalization process to ensure a seamless customer experience.
In this 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 customer journey map.
Note: This training presentation includes Customer Journey Mapping templates in Powerpoint format.
Learning Objectives
-
Acquire knowledge on the key concepts of Customer Journey Mapping.
-
Learn about the importance of design personas and how to create them.
-
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.
-
Explore ways to improve customer experiences based on moments of truth identified in customer journey maps.
Contents
-
Key Concepts of Customer Journey Mapping
-
Creating Personas
-
Elements of a Customer Journey Map
-
Ideation Techniques
-
Customer Journey Mapping Process
You may also be interested in the following related documents (sold separately):