Training Presentation/Powerpoint:
Customer Journey Mapping
Description
Customer Journey Mapping (CJM) is the process of capturing and communicating complex interactions in order to illuminate the complete experience a person may have with a product or service.
Every customer is on an experience journey, yet many organizations treat each customer interaction as if it is an isolated event. Satisfactory touchpoints may not add up to a satisfactory customer journey. To improve the quality of customer experience, organizations must have a better understanding of customers, gaining greater customer insight and cater to their customer's end-to-end journey.
CJM 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. Industry practitioners of CJM include Starbucks, AirBnB, Nike, Singapore Airlines, IBM and DBS Bank.
In this training presenation, 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
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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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Customer Journey Mapping Process
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