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 digital transition to ensure a satisfying and 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 journey map.
Note: This training package includes:
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Customer Journey Mapping training presentation (PowerPoint format)
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Customer Journey Mapping templates (PowerPoint format)
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Customer Journey Mapping poster (PDF format, in color and monochrome, printable in A3/A4 size)
Learning Objectives
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Acquire knowledge on the key concepts of Customer Journey Mapping.
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Learn about the importance of design personas and how to create them.
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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.
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Explore ways to improve customer experiences based on moments of truth identified in customer journey maps.
Contents
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Key Concepts of Customer Journey Mapping
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Creating Personas
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Elements of a Customer Journey Map
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Ideation Techniques
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Customer Journey Mapping Process
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