Customer Journey PowerPoint Presentation Slides
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The document provides a comprehensive outline for customer journey mapping, emphasizing its purpose, objectives, and elements essential for understanding the customer's needs and experiences. It details steps for creating a customer journey map, including planning, data gathering, and analysis, along with the various stages and touchpoints customers encounter. Additionally, the document highlights the importance of capturing customer perceptions and optimizing engagement to improve overall satisfaction and decision-making.
Customer Journey PowerPoint Presentation Slides
- 2. Customer Journey Mapping Outline 2 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. Understanding Customer Mapping Purpose 3 Purpose: Review relevant research branding & company promises. Jointly define the scope & success. Purpose: Build a map of the company perspective of the customer journey to guide customer interviews Purpose: Understand from multiple approaches the experience a customer has with your company Purpose: Establish a common understanding of the current journey & ID key insights for creating anew journey Purpose: Use new learnings to create near term & longer term solutions Project Scoping Meeting Create the Company View Customer Listening & Learning Review Current State Ideate Future State This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 4. Objectives, Needs, Feelings & Barriers of Customer Journey Mapping 4 Objectives Needs Feelings Barriers Trigger a need › Remind or trigger a need › Recognize I have a problem › Address a pain point › Anxious › Defensive › Distracted › Hopeful Understand the need › I don’t know what I don’t know › Draw me a scenario › I have questions › Ambivalent › Curious › Guarded › Open Provide Solutions › Deal with the immediate need › Be relevant › Personalize › Partnership › Privacy / Trust › Interested › Frustrated › Excited › Feel good Act › Clarify › Validate › Satisfaction › Reality › Resolved › Loyal › Confident Relevance, Trust, Fear, Acknowledgement, time, Convenience, Distraction Style, Approach, Language, Expectations, time, Knowledge of Client Literacy, risk tolerance, Convenience, time, Commitment Attract Interact Engage Convert
- 5. Key Statistics of Customer Mapping Journey 5 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 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 Average number of touches it takes to create a viable sale lead
- 6. Elements of Customer Journey mapping 6 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? Quantitative & Quantitative Research Key Findings & Actionable insights Touch points, Channels & lifecycle stages Your CUSTOMERS This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 7. Customer Journey Mapping Steps 7 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 Present your findings & plan for continuous Improvement › Develop recommendations 7 create roadmap for change Investigate Issue & Opportunities › Your text here › Your text here
- 8. Information Required in each stage of Customer Journey 8 Pre - Trigger Trigger Consideration Purchase Experience Loyalty › 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 InformationNeeds Define Refine Purchase
- 9. Customer Mapping Journey Cycle 9 Need Generation › Searches Internet Initial Consideration › Calls contact center Engagement › First Interaction › Subsequent Interactions Evaluation › Studies Proposal Moment of Purchase › Signs contract › Final presentation Delivery/ Installation › Training › Testing › Invoice raise Usage › Proactive Maintenance › Follow up on trouble ticket AfterBefore Loyalty Curve During
- 10. Customer Journey Analysis at each stage 10 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
- 11. Customer Journey Layers 11 Customer Journey Steps Customer Journey Stages 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 TextHere TextHere TextHere Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here 5 7 13 9 4 Awareness Consideration Acquisition Service Loyalty 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 Text Here 10 22 43 23 15 Customer Journey Touchpoints Customer Journey Departments
- 12. Channels in each stage of Journey 12 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 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 Awareness Consideration Purchase Retention Advocacy
- 13. Customer Journey Map Table 13 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 Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Opportunities Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here
- 14. Customer Journey Across Various Touchpoints 14 Aware Query/ PoS Pricing Purchase Post Sales Support Complaint Upgrade Renew Website Phone Face to face Word of mouth Email Post Elements of Customer Journey CustomerJourneyTouchpoints
- 15. Customer Journey Mapping Template 1 15 Stage Awareness Consideration Decision Delight Touch Point Facebook Posts Facebook page Website Email enquiry Phone call School Tour Sign up Referral Customer Process Browsed Facebook & stumbled upon your Facebook posts Browsed through the photos & albums Searched and arrived through the website Signed up email enquiry Scheduled a phone call to enquiry more Asked about School curriculum Decided to enroll after pricing Referred a friend after 2 months Experience
- 16. Customer Journey Mapping Template 2 16 Shop Mobile purchased using promotion Size availability Explore Promotion items on website Showing different prices Buy Recognised for loyalty Long wait at cash register Use & Share Tags store in Pinterest Complains on Facebook Try Touch screen advantage Cant provide feedback
- 17. Research Comparison Purchase Support Product 01 Product 02 Product 03 Product 04 Capturing Customer Perception based on their Experience 17 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 Qualitative context research customer ( and ve satisfact effective at behav
- 18. Illustrating Customers Journey Across Multiple Touchpoints 18 Customer Experience Expectations & Perception Map FY' 15 FY' 16 FY' 17 FY' 18 Positive Neutral Negative Your Text Goes Here Your Text Goes Here Your Text Goes Here Your Text Goes Here Your Text Goes Here Your Text Goes Here Your Text Goes Here Your Text Goes Here Your Text Goes Here Your Text Goes HereYour Text Goes Here Your Text Goes Here See custom Assess Provi optimally experien dr
- 19. Incorporate Performance Indicators 19 Exceeds Meets Below Expectation Ratings EXCITED about regional airline with great options & prices CONFIDENT about trying Little wing IMPRESSED UNSURE APPREHENSIVE about trying new airline know nothing about Feeling 33% 33% 50%
- 20. Optimize Stakeholders’ Understanding, Engagement, and Decision-making Based on the Journey Map Story 20 Touch Point 1 Touch Point 2 Touch Point 3 Touch Point 4 Actions Your text here Your text here Your text here Your text here Thinking Your text here Your text here Your text here Your text here Feeling 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
- 21. Customer Journey Detailed Process 21 SelectAttract & Welcome Wait Feedback & Exit Wrap-UpServe Convenience › Single phone number to interact with the whole pf organisation › Calls answered by agents within 30seconds. Choice › Customer given choice of key pay (IVR) payment or agent assisted service Better Queuing › Update on wait time throughout with call back option repeated Range of Transactions › Simple & easy payment gateway Education › Informed of other service offerings › Offer to complete transactions Feedback › Intuitive & simple feedback. › Customer thanked at time of service completion This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 22. Customer Journey Map Example Slide 22 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 Q A
- 23. Customer Journey Mapping Tools 23 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 24. Customer Satisfaction Metrics 24 24 hours 124 min 15 minAverage 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 We will be back in 15 minutes
- 26. 26This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Graphs & Charts
- 27. Clustered Bar 27 15 25 50 45 52 47 40 25 75 30 70 97 0 10 20 30 40 50 60 70 80 90 100 Q1 Q2 Q3 Q4 Unit Count This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product 1 Product 2 Product 3
- 28. Area Chart 28 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product 1 Product 2 Product 3 90 80 7075 80 60 55 58 40 50 25 20 80 70 65 4045 38 4850 30 20 10 5 70 55 50 25 30 22 37 29 20 15 31 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% DecNovOctSepAugJulJunMayAprMarFebJan 2018
- 29. 29This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Additional Slides
- 30. Name Here Designation Name Here Designation Name Here Designation Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 30 Our Team
- 31. 31 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. Vision Mission Value Our Mission
- 32. Mind Map 32 Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 33. Idea Generation 33 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. Idea 01 02 03 04
- 34. 34 Thank You Contact Numbers 0123456789 Address # street number, city, state Email Address [email protected]