Customer Journey Mapping Touchpoints PowerPoint Presentation Slides
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The document provides a comprehensive guide on customer journey mapping, detailing essential elements, touchpoints, and steps to build effective journey maps. It emphasizes understanding customer actions, thoughts, and emotions while identifying pain points and opportunities for improvement. Additionally, it discusses the benefits of customer journey maps for enhancing visibility, empowerment, and overall organizational understanding.
Customer Journey Mapping Touchpoints PowerPoint Presentation Slides
- 1. Customer Journey Mapping Touchpoints Yo u r C o m p a n y N a m e
- 2. Content 2 Understanding the Customer Experience Essential Elements of a Customer Journey Map What Should a Customer Journey Map Look Like? Mapping Framework Steps to Build a Journey Map How to Improve the Customer Journey Benefits of Customer Journey Map This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 3. Understanding the Customer Experience 3 Stages Discovery Touchpoints Specify here the steps a customer take to reach out to the customer 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 4. Essential Elements of a Customer Journey Map 4 Actions What Steps do your customers take to meet their needs? Thoughts How do customers perceive & evaluate their experience? What do they expect? Feelings What emotions do your customers show in their customer journey? Where do the highs & lows occur? Quantitative & Qualitative Research This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Key Findings & Actionable Insights This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Touchpoint, Channels & Lifecycle Stages This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Your Customer
- 5. What should a Customer Journey Map look like? 5 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 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 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. 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 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.
- 6. Mapping Framework 6 › 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 › Identify your 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 Map › 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. 7 Planning › Identify your map’s scope & scale & your mapping method & team › Create/obtain necessary mapping resources & materials Data Gathering › Schedule & conduct any new customer research/interviews › Collect, organize & review all map ingredients Map Creation › Create a Framework for journey map › Add touchpoint & 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 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
- 8. 8 Remove the Pain Points › 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
- 9. 9 Agility Respond quickly to changes in customer demand or expectations. Excellence Create moments of delight for your customers that keep them coming back for more. Benefits of Customer Journey Map Visibility See how your customer experience is impacted by behind-the scenes operations. Empowerment Empower all employees to think of the next big disruptive idea. Understanding Increase shared understanding & get your entire organization on the same page.
- 10. Customer Journey Mapping Touchpoints Icons Slide 10
- 12. Bar Graph 12 0 10 20 30 40 50 60 70 80 90 100 Jun May Apr Mar Feb Jan Financial Year 2019 SalesinPercentage(%) This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. › Product 01 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. › Product 02
- 13. Our Mission 13 Our Mission This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Our Goal This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Our Vision This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 14. Meet Our Team 14 Name Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Designation Name Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Designation Name Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Designation
- 15. 15 About Our Company This slide is 100% editable. Adapt it to your needs and capture your audience's attention. We are Professional This slide is 100% editable. Adapt it to your needs and capture your audience's attention. We are Successful This slide is 100% editable. Adapt it to your needs and capture your audience's attention. We are Talented
- 16. Target 16 01 02 03 04 Aims 01 02 03 04 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.
- 17. 17 Idea and Bulb 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.
- 18. Thank You Email Address emailaddress123@gmail.com Address # street number, city, state Contact Number 0123456789 18