How to create Value through a Customer Journey Map? Como crear Valor a través de un Customer Journey Map?

1. 1
Aldo Coghi Ulloa

2. B or
Not 2B

11. DISRUPTION

12. dis·rup·tion
disˈrəpSH(ə)n/
noun
noun: disruption; plural noun: disruptions
disturbance or problems that interrupt an event,
activity, or process.

13. dis·rup·tion
disˈrəpSH(ə)n/
noun
noun: disruption; plural noun: disruptions
disturbance or problems that interrupt THE STATUS
QUO

26. Most Innovative Companies 2017

27. What do they have in
common?

28. …they are focused on create a
SUPERIOR CUSTOMER EXPERIENCE.

29. 95% of CEOs
think that
Innovation in
Customer
Experience is the
only competitive
advantage.

30. 80% of CEOs
believe that their
companies
provide a superior
customer
experience…

31. …but only 8%
of CUSTOMER
agree with that
statement.

32. By 2017, 50% of
product investment
projects will be
redirected to customer
experience innovations.

33. *Mangerdar Rajasekaran

34. B2B…is a transactional relationship.

35. B4B is about create Value to your
Customers through your business.

36. B2B
Revenue
Short Term
Contact
Message
Proprietary solution
interaction
Value
Long term
Engagement
Content
Ecosystem
Experience
B4B

40. Business
Revenue
Customer
Experience

41. Business
Revenue
Customer
Experience

42. How to do it?

43. 1 Engage with your Customer.
2 Define the Customer Journey.
3 Develop your Business Model.

44. Customer
Experience is about
EMPATHY
1 Engage with your customer

45. The customer journey is the complete sum of
experiences that customers go through when
interacting with your company and brand.
Instead of looking at just a part of a transaction,
the customer journey documents the full
experience of being a customer.

52. The customer journey is the complete sum of
experiences that customers go through when
interacting with your company and brand.
Instead of looking at just a part of a transaction,
the customer journey documents the full
experience of being a customer.
2 Define the customer journey

57. 3 Develop your
business model