End User Journey Analysis PowerPoint Presentation Slides
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The document outlines the process and importance of customer journey mapping, detailing objectives, customer feelings, and barriers at each stage of the journey. It presents key statistics, steps for mapping, channels, and tools involved in analyzing customer experiences to enhance engagement and decision-making. Additionally, it emphasizes the need for capturing customer perceptions across various touchpoints and integrating performance indicators for continuous improvement.
End User Journey Analysis PowerPoint Presentation Slides
- 2. Content 2 Understanding Customer Mapping Purpose 1 Objectives, Needs, Feelings & Barriers of Customer Journey Mapping 2 Key Statistics of Customer Mapping Journey 3 Elements of Customer Journey mapping 4 Customer Journey Mapping Steps 5 Information Required in each stage of Customer Journey 6 Customer Mapping Journey Cycle 7 Customer Journey analysis at each stage 8 Customer Journey Layers 9 Channels in each stage of journey 10 Customer Journey Map Table 11 Customer Journey Mapping Templates 12 Capturing Customer Perception based on their Experience 13 Illustrating Customers Journey across Multiple Touchpoints14 Incorporate Performance Indicators15 Optimize Stakeholders’ understanding, Engagement, &Decision-Making based on the Journey map Story16 Customer Journey detailed Process 17 Customer Journey Map Example Slide 18 Customer Journey Mapping Tools 19 Customer Satisfaction Metrics 20
- 3. Understanding Customer Mapping Purpose 3 Project Scoping Meeting Create the Company View Customer Listening & Learning Review Current State Ideate Future State 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
- 4. Objectives, Needs, Feelings & Barriers of Customer Journey Mapping 4 Attract Interact Engage Convert Objectives Trigger or Trigger Understand the Need Provides Solutions Act Needs • Remind or trigger • 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
- 5. Key Statistics of Customer Mapping Journey 5 Of companies have a process to map customer journeys 46% Of senior level marketers say it’s critical or very important to create a cohesive customer journey 76% Of customers have switched providers in the past year due to poor customer service 63% Trillion the estimated cost in the U.S of customers switching due to poor service $1.2 Average number of touches it takes to create a viable sale lead 5 to 8
- 6. Elements of Customer Journey Mapping 6 Actions What steps do your customers take to meet their needs? 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? Quantitative & Quantitative Research Key Findings & Actionable insights Touch points, Channels & lifecycle stages
- 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 Investigate Issue & Opportunities • Your Text Here • Your Text Here Present your findings & plan for continuous Improvement • Develop recommendations 7 create roadmap for change
- 8. Information Required in Each Stage of Customer Journey 8 Pre - Trigger Trigger Consideration Purchase Experience Loyalty InformationNeeds • 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 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 Before During After
- 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 • Insta gram • 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/ Kettlebells /Blogs/fitness - Challenge
- 11. Customer Journey Layers 11 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 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 TextHere TextHere TextHere 10 22 43 23 15 Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Customer Journey Departments 5 7 13 9 4 10 22 43 23 15 Customer Journey Stages Awareness Consideration Acquisition Service Loyalty
- 12. Channels in Each Stage of Journey 12 • 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. • This slide is 100% editable. • Adapt it to your needs and capture your audience's attention. Radio TV Print Word of Mouth Email Reviews Blog Media Direct Mail Email Ecommerce Store Website FAQ Knowledge Base Promotions Social Networks Newsletter PR Online Ads PPC Social Ads Community Forum Blog Awareness Consideration Purchase Retention Advocacy
- 13. Customer Journey MapTable 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 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
- 14. Customer Journey AcrossVariousTouchpoints 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 MappingTemplate 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 MappingTemplate 2 16 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
- 17. Capturing Customer Perception Based on their Experience 17 Terrible Experience Poor Experience Generic Experience Exceptional Experience Good Experience Research Comparison Purchase Support Product 01 Product 02 Product 03 Product 04 SP - 1 SP - 2 SP - 3 SP - 4 SP - 1 SP - 2 SP - 3 SP - 4 Stress Points Qualitative research approa contextual inquiry, ethnog research, Leveraging voic customer (VOC) data from ca and verbatims from cust satisfaction surveys are es effective at capturing custom behavior and their emo
- 18. Illustrating Customers Journey Across MultipleTouchpoints 18 Customer Experience Expectations & Perception Map FY' 16 FY' 17 FY' 18 FY' 19 Positive Neutral Negative 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 See potential gaps in their customer’s experience between touchpoints Assess the impact of these gaps Provide insights into how to optimally orchestrate the customer experience across touchpoints to drive business value.
- 19. Incorporate Performance Indicators 19 Exceeds Meets Below 33% 33% 50% Expectation Ratings Feeling EXCITED about regional airline with great options & prices CONFIDENT about trying little wing impressed UNSURE APPREHENSIVE about trying new airline know nothing about
- 20. Optimize Stakeholders’ Understanding, Engagement, & 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 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 Feedback & Exit Feedback • Intuitive & simple feedback. • Customer thanked at time of service completion Wrap-Up Education • Informed of other service offerings • Offer to complete transactions
- 22. Customer Journey Map Example Slide 22 Navigate Website Visit FAQ Section Submit a Request Follow up form 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 MappingTools 23 Microsoft Visio Prime Features : Add Text Here Price : Add Text Here Gliffy Prime Features : Add Text Here Price : Add Text Here Canvanizer Prime Features : Add Text Here Price : Add Text Here XMind Prime Features : Add Text Here Price : Add Text Here TOOLS
- 24. Customer Satisfaction Metrics 24 Average First Reply Time Average Handle Time Average Reply Time Replies Per Ticket 24 hours 12 4 min 15 min Customer Satisfaction
- 25. Ends User Journey Analysis Icons slide 25
- 27. Clustered Bar 27 15 25 50 45 52 47 40 25 0 10 20 30 40 50 60 Q1 Q2 Q3 Q4 1 Product This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. 2 Product This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
- 28. Stacked Line with Markers 28 10 25 15 20 35 55 40 35 55 40 35 45 11 20 10 15 40 50 25 30 25 35 24 40 0 20 40 60 80 100 120 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec inmillions 2019 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 1 Product This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2 Product
- 29. Meet OurTeam 29 1 Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2 Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. &3 Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 30. Our Mission 30 1 Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2 Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. &3 Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 31. Venn 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.
- 32. About Us 32 Creative This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Talented This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Values Client This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Professional This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 33. Puzzle 33 01 02 03 04 05 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. 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.
- 34. Target 34 1 Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2 Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 3 Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 35. Funnel 35 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. 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. Stage 1 Stage 2 Stage 3 Stage 4 Stage 5 Stage 6
- 36. Idea Generation 36 1 Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2 Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. &3 Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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