5 Critical Steps To Mapping Your Optimal Customer Journey

  • 11,044 views
Uploaded on

 

More in: Business , Education
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
No Downloads

Views

Total Views
11,044
On Slideshare
0
From Embeds
0
Number of Embeds
8

Actions

Shares
Downloads
1,520
Comments
0
Likes
38

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. Synthesize, Ideate + Design Phase 1 Customer Definition Phase 2 Experience Mapping Phase 3 Moments of Truth Phase 4 Experience Design Phase 5 Experience Monitor Research + Analysis Measurement touchpoint mapping need state analysis emotional state analysis -segmentation -narrative insight -analytical -cultural -structural -differentiators -loyalty drivers -priorities -roi -concept -prototype -validate -ideation -measurement -dashboard our customer journey approach who are our best customers? what is their current brand experience? what touchpoints most impact success? what is the ideal experience? are we delivering the ideal experience?
  • 2. Customer Definition Experience Mapping Moments of Truth Experience Design Experience Monitor Strategic Questions Approach Deliverables “ Who are our best customers/prospects?” “ What is their current experience?” “ How can I make their experience exceptional?” “ Are we delivering the desired experience?” “ What touchpoints most impact success?” Customer Interviews Intercept Studies Ethnography Analytical Research Text Mining Touchpoint Performance Dashboard Experience Dashboard Customer Personas Archetype Video Touchpoint Priority Ranker Touchpoint ROI Analysis Situational Analysis Touchpoint Map Purchase Cycle Map Day In The Life Map Experience Creation Workshop Implementation Strategy Cost Benefit Analysis Touchpoint Guidelines Operational Ideas Idea Presentation Rollout Plan Segmentation Analysis Prospect Analysis Customer Lifetime Value Analysis Situation Review customer journey defined Experience Design Mapping Concept definition/testing Operation/business processes review Customer Interviews Importance Ranking Analysis Financial Impact Projection Benchmark Scoring Quarterly Tracking
  • 3.  
  • 4.