Stage of Journey Stage of JourneyPersonna 1“girl”Personna 2“guy”Poor Experience Great Experience OpportuntitiesWhere Research and PlanningHow BookingWhat ExperienceCommunication Post ExperienceGood Bye Feeling/ ActionsA first date with “theone” – Gen X.
Our JourneyThe dateActionsWhat people aredoingEmotionsFeelings andPerceptionsNeedsWhat people aretrying to satisfyPeopleWho is involvedContentPlace andEnvironmentProducts and Services
What is theCustomer Journey?+-Research Try BuyEvaluateBuying a TVBooking a HolidayTrying a restaurantActionsEmotionsQuestions or NeedsTouchpointsjourney
Tools to Audit• Customer Empathy Audit• Customer Service Aptitude• Test your customer Centricity• Humanize online Asssessment• Customer Culture tools• Buyer Persona Institute – Persona Template• Mltcreative -Up-close and-persona tool
Next Steps:Ready to learn how to grow your business withEmpathy, Insights and Actions?•Take the customer service test•Book in a Customer ExperienceMapping WorkshopMore info at:www.strategicservicedesign.com.auDanielle MacInnisCustomer Centric Marketerdanielle@macinnismarketing.com.au0400507037Connect on LinkedInDanmacinnis
Reviewing the journeyTouchpointsBack Up SlidesCustomerJourney Models