Buyer Journey Mapping PowerPoint Presentation Slides
2 likes718 views
The document provides a comprehensive guide on customer journey mapping, detailing its purpose, objectives, and key statistics. It outlines the stages of customer interactions, from awareness to loyalty, and includes steps for effective mapping, channels used, and performance indicators. Various templates, tools, and methodologies for analyzing customer experiences across multiple touchpoints are also discussed.
Buyer Journey Mapping PowerPoint Presentation Slides
- 2. 2 Customer Journey Mapping Outline Understanding Customer Mapping Purpose Objectives, Needs, Feelings & Barriers of Customer Journey Mapping Key Statistics of Customer Mapping Journey Elements of Customer Journey mapping Customer Journey Mapping Steps Information Required in each stage of Customer Journey Customer Mapping Journey Cycle Customer Journey analysis at each stage Customer Journey Layers Channels in each stage of journey Customer Journey Map Table Customer Journey Mapping Templates Capturing Customer Perception based on their Experience Illustrating Customers Journey across Multiple Touchpoints Incorporate Performance Indicators Optimize Stakeholders’ understanding, Engagement, &Decision-Making based on the Journey map Story Customer Journey detailed Process Customer Journey Map Example Slide Customer Journey Mapping Tools Customer Satisfaction Metrics
- 3. 3 Understanding Customer Mapping Purpose This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Purpose: Review relevant research branding & company promises. Jointly define the scope & success. Project Scoping Meeting Purpose: Build a map of the company perspective of the customer journey to guide customer interviews Create the Company View Purpose: Understand from multiple approaches the experience a customer has with your company Customer Listening & Learning Purpose: Establish a common understanding of the current journey & ID key insights for creating anew journey Review Current State Purpose: Use new learnings to create near term & longer term solutions Ideate Future State
- 4. 4 Objectives, Needs, Feelings & Barriers of Customer Journey Mapping Objectives Trigger a need Understand the need Provide Solutions Act Needs • Remind or trigger a need • Recognize I have a problem • Address a pain point • I don’t know what I don’t know • Draw me a scenario • I have questions • Deal with the immediate need • Be relevant • Personalize • Partnership • Privacy / Trust • Clarify • Validate • Satisfaction • Reality Feelings • Anxious • Defensive • Distracted • Hopeful • Ambivalent • Curious • Guarded • Open • Interested • Frustrated • Excited • Feel good • Resolved • Loyal • Confident Barriers Relevance, Trust, Fear, Acknowledgement, time, Convenience, Distraction Style, Approach, Language, Expectations, time, Knowledge of Client Literacy, risk tolerance, Convenience, time, Commitment This slide is 100% editable. Adapt it to your needs and capture your audience's attention. ConvertAttract Interact Engage
- 5. 5 Key Statistics of Customer Mapping Journey Of companies have a process to map customer journeys Of senior level marketers say it’s critical or very important to create a cohesive customer journey Average number of touches it takes to create a viable sale lead Of customers have switched providers in the past year due to poor customer service Trillion the estimated cost in the U.S of customers switching due to poor service 46% 76% 63% $1.2 5 to 8 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 6. 6 Elements of Customer Journey mapping This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quantitative & Quantitative Research Key Findings & Actionable insights Touch points, Channels & lifecycle stages Your Customers Feelings What emotions do your customers show in their customer journey? Where do the hights & lows occur? Thoughts How do customers perceive & evaluate their experience? What do they expect? Actions What steps do your customers take to meet their needs?
- 7. 7 Customer Journey Mapping Steps Planning Identify your map’s scope & scale & your mapping method & team. Data Gathering Schedule & conduct any new customer research/ interviews. Map Creation Create a framework Synch metrics, customer data & collateral with touch points Identify & Analyze key findings & Actionable Insights Collaborate with the mapping team & analyze map Score, rank & prioritize opportunities Investigate Issue & Opportunities Your text here Your text here Present your findings & plan for continuous Improvement Develop recommendations 7 create roadmap for change This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 8. 8 Information Required in each stage of Customer Journey Pre - Trigger Trigger Consideration Purchase Experience Loyalty This slide is 100% editable. Adapt it to your needs and capture your audience's attention. InformationNeeds Define Refine Purchase • Brand name • Brand value prop • Brand reputation • Timely & relevant content • Peer Opinions • Expert Opinions • Product comparisons • Product claims & side effects • Product pricing & coupons • Product locator • Shopping list guides • Coupon availability • Step - by – instructions • Associated content • Detailed efficacy • expectations • Preventative information • Seasonal content • Complimentary product • New savings • Exclusive access
- 9. 9 Customer Mapping Journey Cycle This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Moment of Purchase • Signs contract • Final presentation Delivery/ Installation • Training • Testing • Invoice raise Need Generation • Searches Internet Initial Consideration • Calls contact center Engagement • First Interaction • Subsequent Interactions Evaluation • Studies Proposal Usage • Proactive Maintenance • Follow up on trouble ticket Before During After Loyalty Curve
- 10. 10 Customer Journey Analysis at each stage Buyer Stage Awareness Conversion Loyalty Time Frame Day 1 – 2 Report: time to transaction Day 3 Report: time to transaction Day 21 Report: time to review Buyer’s goal Find lasting motivation to live a healthier life Start an exercise plan & feel comfortable in gym clothes See improvements, buy danced workout gear Brand’s goal Educate, build trust, opt into email newsletter Inform on production, add to cart, purchase Product review, repeat purchase, feedback Channels • Facebook • Instagram Pinterest • Google • Direct • Email • Google • Direct • Email • Facebook group Pages /Home /Blogs/ Motivation /Blogs/ fitness – research /Blogs/ Workout - ebook /Home /Products/ Shorts /Products/ sizing – chart /Cart /Checkout /Blogs/ fitness – research /Product/ rings /Products/ Kettleblls /Blogs/fitness - Challenge This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 11. 11 Customer Journey Layers Customer Journey Stages Awareness Consideration Acquisition Service Loyalty Customer Journey Steps Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Customer Journey Touchpoints TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere Customer Journey Departments Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here 5 7 413 9 10 22 1543 23 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 12. 12 Channels in each stage of Journey Online Ads Email PPC Social Ads Reviews Blog Media Website Community Forum Blog Social Networks Newsletter Promotions FAQ Knowledge Base Store Ecommerce Direct Mail Email Word of Mouth Radio TV Print PR This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Awareness Consideration Purchase Retention Advocacy
- 13. 13 Customer Journey Map Table Stages Research Evaluate & Compare Commit Use & Monitor Refine & Review Goals Decide on a service which works best Decide on a service which works best Decide on a service which works best Decide on a service which works best Decide on a service which works best Activities/ Touchpoints Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Opportunities Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 14. 14 Customer Journey Across Various Touchpoints Website Phone Face to face Word of mouth Email Post Aware Query/ PoS Pricing Purchase Post Sales Support Complaint Upgrade Renew Customer Journey Touchpoints ElementsofCustomerJourney This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 15. 15 Customer Journey Mapping Template 1 Stage Touch Point Customer Process Experience Awareness Facebook Posts Facebook page Browsed Facebook & stumbled upon your Facebook posts Browsed through the photos & albums Consideration Website Email enquiry Phone call Searched and arrived through the website Signed up email enquiry Scheduled a phone call to enquiry more Decision School Tour Sign up Asked about School curriculum Decided to enroll after pricing Delight Referral Referred a friend after 2 months This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 16. 16 Customer Journey Mapping Template 2 Explore Promotion items on website Showing different prices Shop Mobile purchased using promotion Size availability Buy Recognised for loyalty Long wait at cash register Try Touch screen advantage Cant provide feedback Use & Share Tags store in Pinterest Complains on Facebook This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 17. 17 Capturing Customer Perception based on their Experience 4.5 4 4.5 4.6 3.4 5.5 2.8 3.8 3 3 3 6 5 6 3 5 Research Comparison Purchase Support SP - 1 SP - 2 SP - 3 SP - 4 Stress Points SP - 1 SP - 2 SP - 3 SP - 4 Terrible Experience Poor Experience Generic Experience Exceptional Experience Good Experience Product 01 Product 01 Product 01 Product 01 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Qualitative research app like contextual inqui ethnographic research, Le voice of the customer (VO from call centers and ve from customer satisfaction are especially effective at customers’ actual behav their emotions
- 18. 18 Illustrating Customers Journey Across Multiple Touchpoints Customer Experience Expectations & Perception Map FY' 15 FY' 16 FY' 17 FY' 18 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Positive Neutral Negative Your Text Here Your Text Here Your Text HereYour Text Here Your Text Here Your Text HereYour Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here See potential gaps in customer’s experience b touchpoints Assess the impact of the Provide insights into h optimally orchestrate the c experience across touchp drive business valu
- 19. 19 Incorporate Performance Indicators Feeling EXCITED about regional airline with great options & prices CONFIDENT about trying Little wing IMPRESSED UNSURE APPREHENSIVE about trying new airline know nothing about 33% 33% 50% Expectation Ratings 0 10 20 30 40 50 60 0 10 20 30 40 50 60 Exceeds Meets Below This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 20. 20 Optimize Stakeholders’ Understanding, Engagement, and Decision-making Based on the Journey Map Story Actions Thinking Feeling Opportunities Touch Point 1 Your Text Here Your Text Here Your Text Here Your Text Here Touch Point 2 Touch Point 3 Touch Point 4 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 21. 21 Customer Journey Detailed Process This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Attract & Welcome Convenience • Single phone number to interact with the whole pf organisation • Calls answered by agents within 30seconds. Select Choice • Customer given choice of key pay (IVR) payment or agent assisted service Wait Better Queuing • Update on wait time throughout with call back option repeated Serve Range of Transactions • Simple & easy payment gateway Wrap-Up Education • Informed of other service offerings • Offer to complete transactions Feedback & Exit Feedback • Intuitive & simple feedback. • Customer thanked at time of service completion
- 22. 22 Customer Journey Map Example Slide Navigate Website Visit FAQ Section Submit a Request Follow up from Customer Service Resolution Customer Process • Arrive at website • Navigate for help section • Look for relevant section & answers • Search contact numbers • Find query form • Submit Query • Wait for call back • Can it be dealt or referred ? • Problem is solved by customer Internal Process Internal process example Internal process example Internal process example Internal process example Internal process example Experience Example of positive experience Example of negative experience Example of negative experience Example of average experience Example of positive experience Improvements & Key Learnings Improvement or learning to maintain high performance Improvement or learning to maintain high performance Improvement or learning to maintain high performance Improvement or learning to maintain high performance Improvement or learning to maintain high performance This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Q
- 23. 23 Customer Journey Mapping Tools Prime features: Add text here Price: Add text here Prime features: Add text here Price: Add text here Prime features: Add text here Price: Add text here Prime features: Add text here Price: Add text here Tools This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 24. 24 Customer Satisfaction Metrics 24 Hours 12 4 Min 15 Min Average First Reply Time Average Handle Time Average Reply Time Replies Per Ticket This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 25. 25 Coffee Break
- 26. 26 Icons Slide
- 28. 28 Line Chart 10 5 40 20 60 25 55 65 5 30 10 50 35 70 40 75 0 10 20 30 40 50 60 70 80 FY' 11 FY' 12 FY' 13 FY' 14 FY' 15 FY' 16 FY' 17 FY' 18 Salesinpercentage(%) Financial Years This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 Product This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 02
- 29. 29 Combo Chart This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. 70 62 55 45 35 20 15 5 50 60 68 76 83 89 95 100 0 20 40 60 80 100 0 20 40 60 80 100 120 2011 2012 2013 2014 2015 2016 2017 2018 GrowthRate(%) MarketSize(RMB100Million) Product This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 Product This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 02
- 30. 30 Our Mission Vision This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Mission This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Goal This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 31. 31 Comparison Twitter User This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 10% Facebook User This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 30% 45% Google Plus User This slide is 100% editable. Adapt it to your needs and capture your audience's attention. WhatsApp User This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 15%
- 32. 32 Bill Gates Co-founder, Microsoft Your most unhappy customer is your greatest source of learning. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quotes
- 33. 33 Puzzle This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 04 01 02 03
- 34. 34 Venn This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 02 03 04
- 35. 35 Idea Generation Adapt it to your needs and capture your audience's attention. Adapt it to your needs and capture your audience's attention. Adapt it to your needs and capture your audience's attention. Adapt it to your needs and capture your audience's attention. Idea 0401 02 03
- 36. 36 Financial This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 50% 75% 95%
- 37. 37 Thank You for Watching Address # street number, city, state Contact Numbers 0123456789 Email Address [email protected]