Customer Journey Experience Map
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Customer experience management is based on customer-oriented principles: it focuses on the customer’s experience with the end product and CEM seeks to comprehend his expectations and to create as many positive touching points as possible. The final goal of customer experience management is to turn happy customers into advocates of the respective brand/ product. User Experience Maps (or Customer Journey Maps) enable you to track customer experiences and to draw outlines from their first contact with the respective brand until the ultimate disposal of the end product. All individual touching points will be evaluated and rated with an either positive or negative user experience (by using differently colored icons, for example). Thus, a map of the product experience evolves which exemplifies potential obstacles in regard to customer interaction.
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Customer Journey Experience Map
- 1. PREMIUM POWERPOINT SLIDES Experience map Customer Journey
- 2. CUSTOMER JOURNEY / EXPERIENCE MAP POWERPOINT TEMPLATE
- 3. I don't believe people are looking for the meaning of life as much as they are looking for the experience of being alive. Joseph Campbell (Professor of Mythology)
- 4. CUSTOMER JOURNEY / EXPERIENCE MAP Basic Framework doing Actions which are executed by customers to meet their needs? What are the key actions? thinking How do customers design and judge their product experience? What do they expect? feeling Which emotions do customers have on their journey? What are the ups and downs?
- 5. CUSTOMER JOURNEY / EXPERIENCE MAP Main Components the TAKEAWAY The takeaway contains strategic insight and proposals which derive from the Experience Map and summarizes detected obstacles and opportunities. THE LENS The lens is a filter which analyzes the journey of the customer and summarizes it to the core experience; superior principles and key values are listed. Journey of the customer The journey of the customer is always individual and case-related. It should illustrate the most important points such as phase transitions and channel changes.
- 6. CUSTOMER JOURNEY / EXPERIENCE MAP Capturing Significant Insights Truthcounts Only real data create a useable Experience Map as its value closely connected with the insights it conveys. QUANTITATIV Based on qualitative results, further data sources, such as statistical evaluations or surveys, can help to identify decisive features. QUALITATIV Conversations with customers the most reliable source to gain qualitative knowledge. The interview should take place in a natural manner and environment. Iterative Directed by the course of the creation, an iterative concept arises. The process is improved and becomes more elaborated at the same time. Many sources One source is never enough to get a comprehensive picture. One should gather as much information as possible from different sources.
- 7. Next, emotions and thoughts are regarded more intensively with the aim to identify the underlying need. The qualitative information of the results are added as comments to the interaction points. Emotional conditions are depicted graphically. Also, quantitative information, such as statistical details find their place around the path. CUSTOMER JOURNEY / EXPERIENCE MAP Step Two This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text.
- 8. CUSTOMER JOURNEY / EXPERIENCE MAP Emotional Conditions – Detailed Depiction MENTAL State ATTENTION MOOD LOW 1 2 3 4 5 HIGH A- 1 2 3 4 5 A+ LOW 1 2 3 4 5 HIGH ATTITUDE MOTIVATION M:Satisfied - Confident MENTAL STATE VARIABLES MOOD STATE
- 9. CUSTOMER JOURNEY / EXPERIENCE MAP Step Five The last step is the evaluation of possibilities and obstacles for the customer: communicative Does the user need a specific content or specific essential information? Is it possible to improve the sorting of available information by means of their relevance for the customer? Interactional What prevents the customer from interacting? How can the interaction be improved?
- 10. CUSTOMER JOURNEY / EXPERIENCE MAP All Components in One Depiction Path Customer journey with interaction points and types Thoughts Annotations with the customer’s thoughts at the interaction point Lens Overlapping summary of the customer’s core experience EMOTION Scale Mental and emotional conditions graphically compiled LEGEND Breakdown of the symbolism for easy understanding TAKEAWAY Proposals for improvement and obstacles of the particular interaction phases surrounding Upstream and downstream interactions, outer conditions, actual situation
- 11. CUSTOMER JOURNEY / EXPERIENCE MAP DESCRIPTION TEXT This is a placeholder text. This text can be replaced with your own text. This is a placeholder text. Need generation INITIAL CONSIDER ATION Delivery/ Installation engagement Moment of purchase evaluation Usage BEFORE DURING AFTER Loyalty curve DESCRIPTION TEXT This is a placeholder text. This text can be replaced with your own text. This is a placeholder text. DESCRIPTION TEXT This is a placeholder text. This text can be replaced with your own text. This is a placeholder text. DESCRIPTION TEXT This is a placeholder text. This text can be replaced with your own text. This is a placeholder text. DESCRIPTION TEXT This is a placeholder text. This text can be replaced with your own text. This is a placeholder text. DESCRIPTION TEXT This is a placeholder text. This text can be replaced with your own text. This is a placeholder text. DESCRIPTION TEXT This is a placeholder text. This text can be replaced with your own text. This is a placeholder text.
- 12. CUSTOMER JOURNEY / EXPERIENCE MAP USERECEIVECONTRIBUTEJOININVESTIGATEDISCOVERSTAGES REHASH.ORG DOING This text can be replaced with your own text. This text can be replaced with your own text. placeholder placeholder This text can be replace d. This text can be replace d. This text can be replace d. This text can be replace d. This text can be replace d. This text can be replace d. This text can be replac ed. placeholder placeholder This text can be replace d. This text can be replace d. This text can be replace d. THINKING This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. FEELING This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. web web
- 13. CUSTOMER JOURNEY / EXPERIENCE MAP STAGES 1. DISCOVERY 2. CONCEPTUAL DESIGN 3.DETAIL DESIGN 4. DEVELOPME NT EXPERIENCE DEVELOPMENT DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text. DESCRIPTION This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text. DESCRIPTION This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text. DESCRIPTION This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text. DESCRIPTION This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text.
- 14. ECOMMERCE EXPERIENCE MAP This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. web web web This text can be replaced. This text can be replaced. This text can be replaced. This text can be replaced. web web This text can be replaced. This text can be replaced. REFUNDSRETURNSPRODUCTSHIPPING AND DELIVERYORDERINGPROCESSPRODUCTDISCOVERYRESEARCH& PLANNING This text can be replaced with your own text. placeholder text text text text text This text can be replaced. placeholder placeholder This text can be replaced.
- 15. CUSTOMER JOURNEY / EXPERIENCE MAP DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT DESCRIPTION TEXT
- 16. CUSTOMER JOURNEY / EXPERIENCE MAP WORK IN PROGRESS DESCRIPTION DESCRIPTIONDESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION This text can be replaced with your own text. This text can be replaced with your own text. DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION This text can be replaced with your own text. This text can be replaced with your own text. DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION STAGES 1. DISCOVERY 2. CONCEPTUAL DESIGN 3.DETAIL DESIGN 4. DEVELOPMENT STAGE GOAL This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text. This text can be replaced with your own text. DESCRIPTION DESCRIPTION DESCRIPTION DESCRIPTION This text can be replaced with your own text. This text can be replaced with your own text.
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