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Customer Journey Mapping For Organization PowerPoint Presentation Slides
The document outlines the importance and framework for creating customer journey maps, detailing the stages of customer experience from discovery to post-purchase. It highlights the need for organizations to understand customer motivations, pain points, and interactions with the brand to improve overall satisfaction and loyalty. Additionally, it emphasizes the steps required to build effective journey maps and the benefits they bring to organizational alignment and enhanced customer experiences.
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Customer Journey Mapping For Organization PowerPoint Presentation Slides
- 1. Customer Journey Mappin forOrganization Your Company Name 1
- 2. CONTENT Understanding the CustomerExperience Need for Customer Journey Map What does a Customer Journey Map look like? Mapping Framework Key Elements of Customer Journey Map Types of Customer Journey Maps Steps to Build a Journey Map How to Improve the Customer Journey Benefits of Customer Journey Map Buyer Persona Buyers Journey Customer Journey Map Example 01 02 03 04 05 06 07 08 09 10 11 12 2
- 3. UNDERSTANDING THE CUSTOMER EXPERIENCE StagesDiscovery Touchpoints Specify here the 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 3
- 4. UNDERSTANDING THE CUSTOMEREXPERIENCE Touchpoints Actions Motivations Questions Pain Points Specify here the steps a customer take to reach out to the company like X saw an ad on internet, clicked the same to gather information Mention here the effort customer takes to meet his needs like using the internet to gather information Specify here the need of the customer which motivates him to reach out to the company Mention the questions of the customers here Mention here the specific problem that the customers of your business are experiencing DISCOVERY STAGES 4
- 5. NEED FOR CUSTOMER JOURNEYMAP 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 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 › Add text here Target Specific Customers › Journey maps can help teams focus in on specific personas or customers › Add 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 5
- 6. Desired Outcomes › Definewhat 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 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 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. 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 WHAT DOES A CUSTOMER JOURNEY MAP LOOK LIKE? 6
- 7. MAPPING FRAMEWORK › Identify yourmapping 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 › 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 AnalyzeMap Present 7
- 8. KEY ELEMENTS OF CUSTOMERJOURNEY MAP The lens provides constraints for the map by assigning (1) a persona (“who”) and (2) the scenario to be examined Zone A (The Lens) 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 Zone B (The Experience) 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 C (The Insights) 8
- 9. Current State Mapping ›Created to understand 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) Future 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 Day in the Life 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 TYPES OF CUSTOMER JOURNEY MAPS 9
- 10. Identify & AnalyzeKey Findings & Actionable Insights › Collaborate with the mapping team & analyze map › Rank & prioritize opportunities & identify the needs Map Creation › Create a Framework for journey map › Add touchpoint & plot the customer journey; refine & validate › Synch metrics, customer data & collateral with touchpoints Data Gathering › Schedule & conduct any new customer research/interviews › Collect, organize & review all map ingredients Planning › Identify your map’s scope & scale & your mapping method & team › Create/obtain necessary mapping resources & materials Investigate Issue & Opportunities › Conduct deep drills & analyze results Present your Findings & Plan for Continuous Improvement › Develop recommendations & create roadmap for change › Share findings & establish a plan to monitor & manage progress STEPS TO BUILD A JOURNEY MAP 10
- 11. Remove the PainPoints › Identify the points where your customers are having a hard time › Start ranking the pain points in your customer journey and then attack them one by one 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 HOW TO IMPROVE THE CUSTOMER JOURNEY 11
- 12. BENEFITS OF CUSTOMER JOURNEYMAP See how your customer experience is impacted by behind-the scenes operations Visibility Increase shared understanding & get your entire organization on the same page Understanding Empower all employees to think of the next big disruptive idea Empowerment Respond quickly to changes in customer demand or expectations Agility Create moments of delight for your customers that keep them coming back for more Excellence 12
- 13. Buying Decisions › Yourtext here › Your text here › Your text here Resources & Influences › Your text here › Your text here › Your text here Motivations › Your text here › Your text here › Your text here Challenges › Your text here › Your text here › Your text here Name Here Your Text here Your text here Demographics Your text here Professional Role BUYER PERSONA 13
- 14. BUYERS JOURNEY Awareness EngagementEvaluation Purchase Post- Purchase 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 Text here Opportunities Content Needed Notes 14
- 15. CUSTOMER JOURNEY MAPEXAMPLE Recommendations Days › Find customers for an event › Makes sure the costume will arrive on time & fit › Find the best price › Decide on costume & place order › Have an awesome costume that everyone likes › What colours/sizer are available? › Is this company reputable? › Your text here › Do they have positive reviews? › Am I paying too much? › Your text here › How much am I paying for shipping? Too much? › Is the process taking too long? › Your text here › Can I track my order? › Did it arrive on time? › Your text here › Online Research › Live Chart – ask for advice › Your text here › Your text here › Clicks on welcome email › Visits product page › Your text here › Your text here › Adds item to cart › Estimates shipping › Your text here › Your text here › Product arrivers › Reviews product › Your text here › Your text here › Offer more Competitive Prices › Polish website appearance › Encourage more customer engagement on social media › Make my returns policy more simple & user-friendly › Offer free shipping for Large orders to encourage multiple purchases › Streamline the buying process › Personalise the delivery process › Stay in contact with the customer & request a review Acquire Nurture Convert Retain Ides to Improve Customer Thoughts Touchpoints Customer Goals Buying Cycle Overall Customer Experience 15
- 16. CUSTOMER JOURNEY MAPPINGFOR ORGANIZATION ICONS SLIDE 16
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- 22. THANK YOU Contact Numbers 0123456789 Address #Street Number, City, State Email Address [email protected] 22