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1. Consumer Journey Mapping
Your Company Name

2. Customer Journey Mapping Outline
2
Understanding Customer
Mapping Purpose
01
Objectives, Needs, Feelings & Barriers
of Customer Journey Mapping
02
Key Statistics of Customer
Mapping Journey
03
Elements of Customer
Journey mapping
04
Customer Journey
Mapping Steps
05
06
Information Required in each
stage of Customer Journey
07
Customer Mapping
Journey Cycle
08
Customer Journey analysis
at each stage
09
Customer
Journey Layers
10
Channels in each
stage of journey
16
Optimize Stakeholders’ understanding,
Engagement, Decision-Making based
on the Journey map Story
17
Customer Journey
detailed Process
18
Customer Journey Map
Example Slide
19
Customer Journey
Mapping Tools
20
Customer Satisfaction
Metrics
11
Customer Journey
Map Table
12
Customer Journey
Mapping Templates
13
Capturing Customer Perception
based on their Experience
14
Illustrating Customers Journey
across Multiple Touchpoints
Incorporate Performance
Indicators
15

3. Understanding Customer Mapping Purpose
3
Project Scoping
Meeting
01
Create the
Company View
02
Customer Listening
& Learning
03
Review Current
State
04
Ideate Future
State
05
Purpose:
Review relevant research
branding & company
promises. Jointly define the
scope & success.
Purpose:
Build a map of the
company perspective of
the customer journey to
guide customer interviews
Purpose:
Understand from multiple
approaches the
experience a customer
has with your company
Purpose:
Establish a common
understanding of the current
journey & ID key insights for
creating anew journey
Purpose:
Use new learnings to
create near term & longer
term solutions

4. Objectives, Needs, Feelings & Barriers of Customer Journey Mapping
4
› Remind or trigger a need
› Recognize I have a problem
› Address a pain point
› I don’t know what I don’t know
› Draw me a scenario
› I have questions
› Deal with the immediate need
› Be relevant
› Personalize
› Partnership
› Privacy / Trust
› Clarify
› Validate
› Satisfaction
› Reality
› Anxious
› Defensive
› Distracted
› Hopeful
› Ambivalent
› Curious
› Guarded
› Open
› Interested
› Frustrated
› Excited
› Feel good
› Resolved
› Loyal
› Confident
Relevance, Trust, Fear, Acknowledgement, time,
Convenience, Distraction
Style, Approach, Language, Expectations, time,
Knowledge of Client
Literacy, risk tolerance, Convenience, time,
Commitment
Attract
Trigger a Need Provide Solutions
Engage
Act
Convert
Understand the Need
Interact
Objectives
Needs
Feelings
Barriers

5. Key Statistics of Customer Mapping Journey
5
46%
Of companies have a process
to map customer journeys
76%
Of senior level marketers say it’s critical or very
important to create a cohesive customer journey
63%
Of customers have switched providers in the past
year due to poor customer service
$ 1.2
Trillion the estimated cost in the U.S of
customers switching due to poor service
5 to 8
Average number of touches it takes to
create a viable sales lead

6. Elements of Customer Journey mapping
6
Actions
What steps do your
customers take to meet
their needs?
Thoughts
How do customers perceive
& evaluate their experience?
What do they expect?
Feelings
What emotions do your
customers show in their
customer journey? Where
do the hights & lows occur?
Touchpoints, Channels
& Lifecycle Stages
Key Findings &
Actionable insights
Quantitative &
Quantitative Research
Your Customers

7. Customer Journey Mapping Steps
7
Map Creation
› Create a framework
› Synch metrics, customer data & collateral with touch points
Identify & Analyze key findings & Actionable Insights
› Collaborate with the mapping team & analyze map
› Score, rank & prioritize opportunities
Present your findings & plan for continuous Improvement
› Develop recommendations 7 create roadmap for change
Investigate Issue & Opportunities
› Your text here
› Your text here
Data Gathering
› Schedule & conduct any new customer research/ interviews
Planning
› Identify your map’s scope & scale & your mapping method & team

8. Information Required in each stage of Customer Journey
8
› Brand name
› Brand value
prop
› Brand reputation
› Timely & relevant content
› Peer Opinions
› Expert Opinions
› Product comparisons
› Product claims & side effects
› Product pricing & coupons
› Product locator
› Shopping list guides
› Coupon availability
› Step - by –
instructions
› Associated content
› Detailed efficacy
› expectations
› Preventative
information
› Seasonal content
› Complimentary
product
› New savings
› Exclusive access
Pre - Trigger Trigger Consideration Purchase Experience Loyalty
Refine PurchaseDefine
InformationNeeds

9. Customer Mapping Journey Cycle
9
Usage
› Proactive Maintenance
› Follow up on trouble ticket
Delivery/ Installation
› Training
› Testing
› Invoice Raise
Moment of Purchase
› Signs contract
› Final presentation
Evaluation
› Studies Proposal
Engagement
› First Interaction
› Subsequent Interactions
Initial Consideration
› Calls contact center
Need Generation
› Searches Internet
Before
After
Loyalty
Curve
During

10. Customer Journey Analysis at each Stage
10
Time Frame
Day 1 – 2
Report: time to transaction
Day 3
Report: time to transaction
Day 21
Report: time to review
Buyer’s goal
Find lasting motivation to live a
healthier life
Start an exercise plan & feel
comfortable in gym clothes
See improvements, buy advanced
workout gear
Brand’s goal
Educate, build trust, opt into email
newsletter
Inform on production, add to cart,
purchase
Product review, repeat purchase,
feedback
Channels
› Facebook
› Instagram,
› Pinterest
› Google
› Direct
› Email
› Google
› Direct
› Email
› Facebook Group
Pages
/Home
/Blogs/ Motivation
/Blogs/ fitness – research
/Blogs/ Workout - ebook
/Home
/Products/ Shorts
/Products/ sizing – chart
/Cart
/Checkout
/Blogs/ fitness – research
/Products/ rings
/Products/ Kettlebells
/Blogs/fitness - Challenge
Buyer Stage Awareness Conversion Loyalty

11. Customer Journey Layers
11
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Customer Journey
Steps
Customer Journey
Stages
Customer Journey
Touchpoints
Customer Journey
Departments
Consideration Acquisition ServiceAwareness Loyalty
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491375
1523432210

12. Channels in each Stage of Journey
12
Awareness Consideration Purchase Retention Advocacy
Online Ads
Email
PPC
Social Ads
Reviews
Blog
Media
Website
Community Forum
Blog
Social Networks
Newsletter
Promotions
FAQ Knowledge
Base
Store
Ecommerce
Direct Mail
EmailWord of Mouth
Radio TV Print
PR

13. Decide on a service
which works best
Learn about services
which your competitor
are offering
Bring new technology to
implement this service
Expand in
different markets
Monitor on
monthly basis
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Customer Journey Map Table
13
Goals
Activities/
Touch points
Opportunities
Stages Research Evaluate & Compare Commit Use & Monitor Refine & Review

14. Customer Journey Across Various Touchpoints
14
Website
Phone
Face to face
Word of mouth
Email
Post
Customer
Touchpoints
Elements of Customer Journey
Pricing Purchase
Post Sales
Support
Complaint Upgrade Renew
Query/
PoS
Aware

15. Touch Point
Facebook
Posts
Facebook
page
Website Email Enquiry Phone Call School Tour Sign up Referral
Customer
Process
Browsed
Facebook &
stumbled upon a
post by your
child care centre
Browsed through
the posts &
photo albums on
Facebook page
Searched and
arrived
at your school
website via
mobile phone
Signed up
email enquiry
Scheduled a
phone call to
find out more
Asked about
School
curriculum
Considered the
location and
price
Decided to
enroll after
Comparing
Referred a
friend after 2
months
Experience
Customer Journey Mapping Template 1
15
Awareness Consideration Decision DelightStage

16. Customer Journey Mapping Template 2
16
Shop
Size availability
Mobile purchased using promotion
Buy
Long wait at cash register
Recognised for loyalty
Explore
Showing different prices
Promotion items on website
Try
Can't provide feedback
Touch screen advantage
Use & Share
Complains on Facebook
Tags store in Pinterest

17. Capturing Customer Perception based on their Experience
17
SP - 1 SP - 2 SP - 3 SP - 4
Stress Points
Terrible
Poor
Generic
Exceptional
Experience
Good
SP - 1 SP - 2 SP - 3 SP - 4
Research Comparison Purchase Support
Product 01
Product 02
Product 03
Product 04

18. Illustrating Customers Journey across multiple touchpoints
18
FY' 15 FY' 16 FY' 17 FY' 18
Positive Neutral Negative
Your Text
Here
Your Text
Here
Your Text
Here
Your Text
Here
Your Text
Here
Your Text
Here
Your Text
Here
Your Text
Here
Your Text
HereYour Text
Here
Your Text
Here
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Here
Customer Experience Expectations & Perception Map

19. Incorporate Performance Indicators
19
Excited about regional airline
with great options & prices
Confident about trying Littlewing Impressed
Unsure
Apprehensive about trying new airline
know nothing about
Feeling
Exceeds Meets Below
Expectation Ratings
33% 33%
50%

20. Optimize Stakeholders’ Understanding, Engagement, and Decision-making
Based on the Journey Map Story
20
Actions Your Text Here Your Text Here Your Text Here Your Text Here
Thinking Your Text Here Your Text Here Your Text Here Your Text Here
Feeling Your Text Here Your Text Here Your Text Here Your Text Here
Opportunities Your Text Here Your Text Here Your Text Here Your Text Here
Touch Point 1
Consideration
Touch Point 2 Touch Point 3 Touch Point 4

21. Customer Journey Detailed Process
21
Attract
& Welcome
Select Wait Serve Wrap-Up
Feedback
& Exit
Convenience
› Single phone number
to interact with the
whole pf organisation
› Calls answered by
agents within
30seconds.
Choice
› Customer given
choice of key pay
(IVR) payment or
agent assisted service
Better
Queuing
› Update on wait
time throughout
with call back
option repeated
Range of
Transactions
› Simple & easy
payment gateway
Education
› Informed of other
service offerings
› Offer to complete
transactions
Feedback
› Intuitive & simple
feedback.
› Customer thanked at time
of service completion

22. Customer Journey Map Example Slide
22
Customer Process
› Arrive at website
› Navigate for help
section
› Look for relevant
question
› Look for topic answers
› Search for contact
numbers
› Find query form
› Enter personal details
› Find account number
› Submit query
› Wait for call back or
email from customer
services
› Can it be deals with, or
does it need to be
referred?
› Problem is solved by
customer services
Internal Process Internal process example Internal process example Internal process example Internal process example Internal process example
Experience
Example of positive
experience
Example of negative
experience
Example of negative
experience
Example of average
experience
Example of positive
experience
Improvements & Key
learnings
Improvement or learnings to
maintain high performance
Improvement or learnings to
maintain high performance
Improvement or learnings to
maintain high performance
Improvement or learnings to
maintain high performance
Improvement or learnings to
maintain high performance
Navigate Website Visit FAQ Section Submit a Request
Follow up from
Customer Service
Resolution
Q
A

23. Customer Journey Mapping Tools
23
Tools
Prime features: Add Text Here
Price: Add Text Here
Prime features: Add Text Here
Price: Add Text Here
Prime features: Add Text Here
Price: Add Text Here
Prime features: Add Text Here
Price: Add Text Here

24. Customer Satisfaction Metrics
24
24
Hours
12
4
Min
15
Min
Average First Reply Time
Average Handle Time
Average Reply Time
Replies Per Ticket

25. Consumer Journey Mapping Icons Slide
25

26. Additional
Slides 26

27. Clustered Bar Chart
27
4.3
2.5
3.5
4.5
2.4
4.4
1.8
2.8
Category 1
Category 2
Category 3
Category 4
Product
This graph/chart is linked to excel, and
changes automatically based on data. Just
left click on it and select “Edit Data”.
01
Product
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changes automatically based on data. Just
left click on it and select “Edit Data”.
02

28. Stacked Line With Markers
28
Product
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and changes automatically based
on data. Just left click on it and
select “Edit Data”.
01
Product
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and changes automatically based
on data. Just left click on it and
select “Edit Data”.
02
3628.4
3573.9
3484.0
3532.1
3740.3
3881.7
3528.4
3873.9
3584.0
3732.1
3640.3
3981.7
3400
3500
3600
3700
3800
3900
4000
4100
2014 2015 2016 2017 2018 2019
InMillions
YEARS

29. Combo Chart
29
22
30
38 40
48
60
77
95
23 22
30
45
52
62
72
92
3
5
4
5
7 6.8
9
10
0
1
2
3
4
5
6
7
8
9
10
0
10
20
30
40
50
60
70
80
90
100
FY' 12 FY' 13 FY' 14 FY' 15 FY' 16 FY' 17 FY' 18 FY' 19
GrowthRate(%)
MarketSize(RMB100Million)
01
Product
This graph/chart is linked to excel, and
changes automatically based on data.
Just left click on it and select “Edit Data”.
02
Product
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changes automatically based on data.
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30. Pie Chart
30
10%
40%
50%
Product 02
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Product 03
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Product 01
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31. Our Team
31
Name Here
Designation
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Designation
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Name Here
Designation
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32. 32
Our Mission
Vision
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capture your audience's attention.
Mission
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Value
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33. 33
Target Audiences
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Value Clients
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Preferred by Many
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About us

34. Comparison
34
80%
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audience's attention.
Male
20%
Female
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35. Puzzle
35
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36. 36
Success is a lousy
teacher. It seduces smart people
into thinking they can’t lose.
Quotes

37. Location
37
Russia
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Australia
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Brazil
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38. Post It Notes
38
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39. Idea Generation
39
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01
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40. Timeline
40
2018 2019
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2017
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41. Target
41
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42. 42
Financial
Minimum 20%
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Medium 30%
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Maximum 50%
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43. 43
Thank You
Address
# Street Number, City, State
Contact Number
0123456789
Email Address
Emailaddress@123gmail.com