Customer Experience Mapping PowerPoint Presentation Slides
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The document outlines customer experience mapping, detailing the essential elements of a customer journey map, such as touchpoints, actions, and motivations. It emphasizes the steps for creating a journey map, including stakeholder involvement and data analysis, while also discussing how to improve the customer journey and the benefits it brings to organizations. Understanding customer pain points and delivering exceptional experiences are highlighted as critical for business success.
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Customer Experience Mapping PowerPoint Presentation Slides
- 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 Content 2
- 3. 3 DISCOVERY Questions Mention the questions of the customers here Pain Points Mention here the specific problem that the customers of your business are experiencing 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 STAGES Customer Experience Understanding the This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 4. Actions What steps do your customers take to meet their needs? Essential elements of a Customer Journey Map 4 Thoughts How do customers perceive & evaluate their experience?What do they expect? Feelings Quantitative & Qualitative Research Key Findings & Actionable Insights Touchpoints, Channels & Lifecycle Stages What emotions do your customers show in their customer journey? Where do the highs & lows occur? Add your company specific text here Add your company specific text here Add your company specific text here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 5. What should a Customer Journey Map look like? 5 Moments ofTruth › 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. 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 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 6. Mapping Framework Map 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 Analyze 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 Present 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 6 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 7. Steps to build a Journey Map • Develop recommendations & create roadmap for change • Share findings & establish a plan to monitor & manage progress • Identify your map’s scope & scale and your mapping method & team • Create/obtain necessary mapping resources & materialsPlanning • Schedule & conduct any new customer research/interviews • Collect, organize & review all map ingredients Data Gathering • Create a framework for journey map • Add touchpoints & plot the customer journey; refine & validate • Synch metrics, customer data & collateral with touchpoints Map Creation • Collaborate with the mapping team & analyze map • Rank & prioritize opportunities & identify the needs Identify & Analyze key findings & Actionable Insights • Conduct deep drills & analyze results Investigate Issues & Opportunities Present your Findings & Plan for Continuous Improvements 7 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 8. 8 Remove the Pain Points Raise the Bar Start Earlier, Finish Later Remove the Unnecessary Steps › 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 › 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 › 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 › 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 How to improve the Customer Journey This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 9. Benefits of Customer Journey Map 9 Understanding Increase shared understanding and get your entire organization on the same page Empowerment Empower all employees to think of the next big, disruptive idea 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 Visibility See how your customer experience is impacted by behind- the- scenes operations This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 10. Customer Experience Mapping Icons Slide 10
- 12. 0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 0 10 20 30 40 50 60 70 80 90 100 FY' 17 FY' 18 FY' 19 MarketSize(inmillion) Product 1 Product 2 Product 3 Combo Chart 12
- 13. 13 Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. OurTeam
- 14. 14 Our Goal Vision This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Mission This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Goal This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 15. Magnifying Glass 15 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.
- 16. 16 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 Generation
- 17. Financial 17 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Minimum $30 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Medium $50 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Maximum $80
- 18. Your Most Unhappy Customers areYour Greatest Source of Learning. _Bill Gates Quotes 18
- 19. 19 Address # street number, city, state Contact 0123456789 Email Address [email protected] ThankYou