![Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis
A Step by Step Guide to Building Customer Journey Maps:
● It’s all about understanding what motivates your customers - what
their needs are, their hesitations, and concerns
● Being able to align what they want from your [product] is the key
https://conversionxl.com/blog/customer-journey-maps/](https://image.slidesharecdn.com/fa102bgroupproject-180213160447/85/Fa-102-b-group-project-8-320.jpg)
Fa 102 b group project
- 1. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis Welcome
- 2. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis How to Create a Customer Journey Map ● Every interaction a customer has effects their satisfaction and loyalty experience. ● Involvement of journeys keep customers as a main focus in design decision making. https://uxmastery.com/how-to-create-a-customer-journey-map/
- 3. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis How to Create a Customer Journey Map (continued) ● Journey maps emphasize the important intersections between user expectations and business requirements. https://uxmastery.com/how-to-create-a-customer-journey-map/
- 4. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis The Function of Customer Journey Mapping A map does not just chart, it unlocks and formulates meaning; it forms bridges between here and there, between disparate ideas that we did not know were previously connected.” – Reif Larsen, The Selected Works of T.S. Spivet ● Customer Journey maps are referred to as “the backbone of customer experience management efforts” https://www.cxnetwork.com/cx-experience/articles/18-great-reasons-to-use-customer-journey-maps
- 5. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis The Function of Customer Journey Mapping ● Customer Journey maps help identify how a customer views an organization by putting company interactions in the context of the customer’s broader activities, goals, and objectives. ● The final goal is the understanding that is developed through the process that allows organizations to design better experiences and measurements. https://experiencematters.blog/2014/05/07/five-questions-that-drive-customer-journey-thinking/
- 6. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis The Benefits of Customer Journey Mapping ● Visualize the customer experience through your customer’s’ eyes ● Identify holes in your process and fill them with effective touch points http://www.business2community.com/customer-experience/benefits-customer-journey-mapping-017 39975
- 7. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis The Benefits of Customer Journey Mapping (Continued) ● Bridge the gap between sales, marketing and operations ● Effectively and efficiently personalize the experiences your leads and customers have with your brand http://www.business2community.com/customer-experience/benefits-customer-journey-mapping-017 39975
- 8. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis A Step by Step Guide to Building Customer Journey Maps: ● It’s all about understanding what motivates your customers - what their needs are, their hesitations, and concerns ● Being able to align what they want from your [product] is the key https://conversionxl.com/blog/customer-journey-maps/
- 9. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis A Step by Step Guide to Building Customer Journey Maps (Continued): ● Mapping out their paths from first interaction to the last will show if they are achieving their goals ● Taking the time to understand what your customer’s goals are… can go a long way towards keeping them happy and growing your business https://conversionxl.com/blog/customer-journey-maps/
- 10. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis Speculative Question ● What industries do you think customer journey maps would be especially beneficial for?
- 11. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis Speculative Question ● Do you think customer journey mapping will become more difficult as we become a more diverse country?
- 12. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis Speculative Question ● Do you think increased customer journey mapping today would result in overall increased customer satisfaction?