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Consumer Decision Journey PowerPoint Presentation Slides
The document outlines the importance of customer journey mapping to enhance customer experience by identifying pain points and optimizing touchpoints. It describes various types of journey maps, steps to create them, and strategies for improving customer interaction with businesses. Additionally, it emphasizes the benefits of aligning internal departments and fostering a customer-focused culture within organizations.
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Consumer Decision Journey PowerPoint Presentation Slides
- 1. Yo u rC o m p a n y N a m e Consumer Decision Journey
- 2. 2 Content Understanding the Customer Experience 01 Need for customer journey map 0 2 What does a Customer Journey Map look like? 0 3 Mapping Framework 0 4 Types of customer journey maps 0 6 Steps to build a journey map 0 7 How to improve the customer journey 0 8 Benefits of customer journey map 0 9 Buyer Persona 1 0 Key elements of customer journey map 0 5 Buyers Journey 1 1 Customer journey map example 1 2
- 3. 3 Stages Discovery Touchpoints Specify herethe steps a customer take to reach out to the company like X saw an ad on internet, clicked the same to gather information Actions Mention here the effort customer takes to meet his needs like using the internet to gather information Motivations Specify here the need of the customer which motivates him to reach out to the company Questions Mention the questions of the customers here Pain Points Mention here the specific problem that the customers of your business are experiencing Understanding the Customer Experience
- 4. 4 Need for Customer JourneyMap Assign ownership of key touchpoints to internal departments • Maps can create clarity around alignment of departments or groups with different stages or key touchpoints in the journey that need addressing • Text Here Shift a company’s perspective from inside-out to outside-in • Journey mapping sheds light on real human experiences that often organizations know very little about • It can help turn the culture of that organization by refocusing on the thoughts, actions and emotions of customers Target Specific Customers • Journey maps can help teams focus in on specific personas or customers • Text Here Break down silos to create one shared, organization-wide vision • They become a tool for creating cross-department conversation and collaboration • Journey mapping could be the first step in building an organization-wide plan of action to invest in customer experience This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 5. 5 What does a CustomerJourney Map look like? Personas • Create an example of your ideal customer like What’s their age? What devices do they use? What are their values? • The benefit of doing this is that you can then tailor the customer journey specifically for certain customers, providing a personalized service. Desired Outcomes • Define what your different customer personas are trying to get out of their experience • If you understand what they want in the end, you’ll better understand their frustrations when they arise Steps • Show the sequence of events at a high level • This helps you see the entire process from start to finish and acts as groundwork for the rest of the information Moments of Truth • These are a special kind of touchpoint • They are the moments that can make or break your business’s chance for success. Touchpoints • These represent steps where your customer comes into direct contact with your brand. • Have any touchpoints changed due to recent digitalization or business expansion
- 6. 6 Mapping Framework Map • Identifyyour mapping method, team & ingredients • Involve key stakeholders ‒ Host formal journey mapping workshops & involve everyone in the actual data gathering, analyzing & map building process ‒ Interview stakeholders on key capabilities • Start building your map ‒ Bring the customer journey to life by adding your touchpoints and related business & customer data • Identify what’s most important to your customers and business & what creates or detracts from value and drives loyalty • Create different views of data • Use charts to help visualize & understand customer experiences • Score your touchpoints & develop and prioritize action plans • Build a compelling case for change Analyze • Prefer Using Touchpoint Dashboard’s • Presentation layer to create compelling stories to share • Sharing options to share the whole map or custom-tailor specific map views & reports and share only what’s most relevant to your audience • Notes capability to socialize the map with stakeholders Present This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 7. Key Elements ofCustomer Journey Map 7 Opportunities Internal Ownership Opportunities Internal Ownership Opportunities Internal Ownership Opportunities Internal Ownership Goals and ExpectationsScenario 08 09 06 07 01 02 03 04 05 02 05 01 03 04 06 07 08 01 02 03 04 05 06 07 08 09 Zone A (The Lens) Zone A: The lens provides constraints for the map by assigning (1) a persona (“who”) and (2) the scenario to be examined Zone C (The Insights) Zone C: The output should vary based on the business goal the map supports, but it could describe the insights and pain points discovered, and the (7) opportunities to focus on going forward, as well as (8) internal ownership Zone B (The Experiences) Zone B: The heart of the map is the visualized experience, usually aligned across (3) chunkable phases of the journey. The (4) actions, (5) thoughts, and (6) emotional experience of the user has throughout the journey can be supplemented with quotes or videos from research This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 8. 8 • Created tounderstand how customers are interacting with your brand “right now.” • Using a current state map can identify weak points in various stages • In order to create this type of map, you will need to identify: ‒ Where prospects come from ‒ How they become customers ‒ How they begin to use your product(s) Current State Mapping • Instead of being a right now picture of how prospects and customers interact with your brand, this type of map lays out the ideal journey you would like prospects and customers to take • Future mapping is done from the perspective of customers • In order to create this map, you will need to : ‒ Identify the starting point of your lead or customer ‒ Determine the Endpoint ‒ Plan the Messaging Future State Mapping • It is used as part of the sales process to better understand buyer personas • This map type can also be used post-sale to improve customer satisfaction and retention • In order to create this type of map, you will need to identify: – Goals – Pain – Timing Indicators Day in the life mapping This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Types of Customer Journey Maps
- 9. Steps to Builda Journey Map 9 Planning • Identify your map’s scope & scale and your mapping method & team. • Create/obtain necessary mapping resources & martials. Data Gathering • Schedule & conduct any new customer research/interviews. • Collect, organize & review all map ingredients Map Creation • Create a framework for journey map • Add touchpoints & plot the customer journey; refine & validate • Synch metrics, customer data & collateral with touchpoints Identify & analyze key findings & actionable insights • Collaborate with the mapping team & analyze map • Rank & prioritize opportunities & • identify the needs Investigate Issues & Opportunities • Conduct deep drill & analyze results Present your findings & plan for continuous improvement • Develop recommendations & create roadmap for change • Share findings & establish a plan to monitor & manage progress This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 10. How to Improvethe Customer Journey 10 • Identify the points where your customers are having a hard time • 5 • Start ranking the pain points in your customer journey and then attack them one by one Remove the Pain Points Raise the Bar • When your customers are generally happy throughout their experience with your service or product, don’t stop there- always try to raise the bar and deliver an experience that exceeds the expectations Start earlier, finish later • Usually, the customer journey is mapped from start and end of the interaction with your service or product • Try creating an impact on what happens immediately before and after the experience the customer has with you Remove the Unnecessary Steps • Wherever you can, remove any unnecessary steps required to perform an action • Focus on minimizing the effort (time, cost, number of steps, reasoning) that your customers need to take in order to enjoy the core of your service or product This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 11. Benefits of CustomerJourney Map 11 See how your customer experience is impacted by behind-the-scenes operations. Increase shared understanding and get your entire organization on the same page. Empower all employees to think of the next big, disruptive idea. Create moments of delight for your customers that keep them coming back for more. Respond quickly to changes in customer demand or expectations. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 12. 12 Name Here Demographics This slideis 100% editable. Adapt it to your needs and capture your audience's attention. Professional Role This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Buyer Persona Buying Decisions This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Resources & Influences This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Motivations This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Challenges This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 13. Buyers Journey 13 Awareness EngagementEvaluation Purchase Post- Purchase Opportunities Text Here Text Here Text Here Text Here Text Here Content Needed Text Here Text Here Text Here Text Here Text Here Notes Text Here Text Here Text Here Text Here Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 14. Customer Journey MapExample 14 Buying Cycle Acquire Days: Nurture Days: Convert Days: Retain Days: Customer goals • Find customers for an event • Add text here • Add text here • Add text here • Make sure the costume will arrive on time & fit • Find the best price • Add text here • Add text here • Decide on costume & place order • Add text here • Add text here • Add text here • Have an awesome costume that everyone likes • Add text here • Add text here Touchpoints • Online Research • Site Visit • Add text here • Add text here • Clicks on welcome email • Visits product page • Add text here • Add text here • Adds item to cart • Estimates shipping • Add text here • Add text here • Order processed email • Shipping tracking email • Add text here • Add text here Customer Thoughts • What colors/sizes are available? • Are competitors offering a cheaper price? • Add text here • Add text here • Do they have positive reviews? • Am I paying too much? • Add text here • Add text here • How much am I paying for shipping? Too much? • Do I buy another product for free shipping? • Add text here • Add text here • Can I track my order? • Did it arrive on time? • Add text here • Add text here • Add text here Overall Customer Experience Recommendations Idea to Improve • Offer more competitive prices • Polish website appearance • Add text here • Add text here • Add text here • Encourage more customer engagement on social media • Make my returns policy more simple and user-friendly • Add text here • Add text here • Offer free shipping for large orders to encourage multiple purchases • Streamline the buying process • Add text here • Add text here • Add text here • Personalise the delivery process • Stay in contact with the customer and request a review • Add text here • Add text here • Add text here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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- 17. Column Chart 17 60% 70% 50% 40% 58% 75% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 2015 20162017 2018 2019 2020 01 Product This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. 02 Product This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
- 18. Our Mission This isa representative image, and should be replaced by your own image. Just right click and replace image. 18 This is a representative image, and should be replaced by your own image. Just right click and replace image. Vision This is a representative image, and should be replaced by your own image. Just right click and replace image. Mission This is a representative image, and should be replaced by your own image. Just right click and replace image. Goal
- 19. 19 About Us This isa representative image, and should be replaced by your own image. Just right click and replace image. This is a representative image, and should be replaced by your own image. Just right click and replace image. Value Clients This is a representative image, and should be replaced by your own image. Just right click and replace image. Target Audiences This is a representative image, and should be replaced by your own image. Just right click and replace image. Preferred by Many
- 20. Financial 20 Minimum This slide is100% editable. Adapt it to your needs and capture your audience's attention. Medium This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Maximum This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 80%60%40%
- 21. Comparison VS 60% This slide is100% editable. Adapt it to your needs and capture your audience's attention. Facebook Users 45% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Twitter Users 21
- 22. 22 This slide is100% editable. Adapt it to your needs and capture your audience's attention. 01 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 02 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 03 Idea Generation
- 23. 23 ThankYou Address # streetnumber, city, state Contact Number 0123456789 Email Address [email protected]