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Buyer Journey Analysis PowerPoint Presentation Slides
The document provides an overview of customer journey mapping. It discusses the purpose of customer journey mapping, key statistics around customer journeys, elements to include in a customer journey map such as touchpoints and stages. It also outlines the steps to take in customer journey mapping such as planning, data gathering, map creation, and analysis. Various templates and an example are provided to illustrate how to capture a customer's experience across different touchpoints and stages of their journey. The document aims to help optimize stakeholders' understanding of the customer journey through visualization and analysis of the customer experience.
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Buyer Journey Analysis PowerPoint Presentation Slides
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- 2. Customer Journey MappingOutline2 Understanding Customer Mapping Purpose Objectives, Needs, Feelings & Barriers of Customer Journey Mapping Key Statistics of Customer Mapping Journey Elements of Customer Journey mapping Customer Journey Mapping Steps Information Required in each stage of Customer Journey Customer Mapping Journey Cycle Customer Journey Analysis at each Stage Customer Journey Layers Channels in each stage of journey Customer Journey Map Table Customer Journey Mapping Templates Capturing Customer Perception based on their Experience Illustrating Customers Journey across Multiple Touchpoints Incorporate Performance Indicators Customer Journey Mapping Tools Customer Journey Map Example Slide Optimize Stakeholders’ understanding, Engagement, &Decision-Making based on the Journey map Story Customer Journey detailed Process Customer Satisfaction Metrics
- 3. Understanding Customer MappingPurpose3 Purpose: Establish a common understanding of the current journey & ID key insights for creating anew journey Review Current State Purpose: Use new learnings to create near term & longer term solutions Ideate Future State Purpose: Understand from multiple approaches the experience a customer has with your company Customer Listening & Learning Project Scoping Meeting 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 Create the Company View
- 4. Objectives, Needs, Feelings& Barriers of Customer Journey Mapping4 Attract Interact Engage Convert Objectives Trigger a Need Understand the Need Provide Solutions Act Needs • 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 Feelings • Anxious • Defensive • Distracted • Hopeful • Ambivalent • Curious • Guarded • Open • Interested • Frustrated • Excited • Feel good • Resolved • Loyal • Confident Barriers Relevance, Trust, Fear, Acknowledgement, time, Convenience, Distraction Style, Approach, Language, Expectations, time, Knowledge of Client Literacy, risk tolerance, Convenience, time, Commitment
- 5. Key Statistics ofCustomer Mapping Journey5 Of companies have a process to map customer journeys Of senior level marketers say it’s critical or very important to create a cohesive customer journey Of customers have switched providers in the past year due to poor customer service Trillion the estimated cost in the U.S of customers switching due to poor service$1.2 Average number of touches it takes to create a viable sale lead5to8 46% 76% 63%
- 6. Elements of CustomerJourney Mapping6 Quantitative & Quantitative Research Key Findings & Actionable insights Touch points, Channels & lifecycle stages 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 heights & lows occur? This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Your Customers
- 7. Customer Journey MappingSteps7 Planning • Identify your map’s scope & scale & your mapping method & team Data Gathering • Schedule & conduct any new customer research/ interviews Map Creation • Create a framework • Synch metrics, customer data & collateral with touch points Present your findings & plan for continuous Improvement • Develop recommendations 7 create roadmap for change Investigate Issue & Opportunities • Your text here • Your text here Identify & Analyze key findings & Actionable Insights • Collaborate with the mapping team & analyze map • Score, rank & prioritize opportunities
- 8. Information Required ineach stage of Customer Journey8 Pre - Trigger Trigger Consideration Purchase Experience Loyalty InformationNeeds • 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 Define Refine Purchase
- 9. Customer Mapping JourneyCycle9 Usage • Proactive Maintenance • Follow up on trouble ticket Delivery/ Installation • Training • Testing • Invoice raise Moment of Purchase • Signs contract • Final presentation Engagement • First Interaction • Subsequent Interactions Evaluation • Studies Proposal Need Generation • Searches Internet Initial Consideration • Calls contact center Before During After
- 10. Customer Journey Analysisat Each Stage10 Buyer Stage Awareness Conversion Loyalty 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 danced 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 /Product/ rings /Products/ Kettleblls /Blogs/fitness - Challenge
- 11. Customer Journey Layers11 CustomerJourney Steps Customer Journey Stages TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere TextHere Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here 5 7 13 9 4 Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here 10 22 43 23 15 Customer Journey Touchpoints Customer Journey Departments Awareness Consideration Acquisition Service Loyalty
- 12. Channels in EachStage of Journey12 Online Ads Email PPC Social Ads Reviews Blog Media Website Community Forum Blog Social Networks Newsletter Promotions FAQ Knowledge BaseStore Ecommerce Direct Mail Email Word of Mouth Radio TV Print PR This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Awareness Consideration Purchase Retention Advocacy
- 13. Customer Journey MapTable13 Stages Research Evaluate & Compare Commit Use & Monitor Refine & Review Goals Decide on a service which works best Decide on a service which works best Decide on a service which works best Decide on a service which works best Decide on a service which works best Activities/ Touchpoints Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Opportunities Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here
- 14. Customer Journey AcrossVarious Touchpoints14 Aware Query/ PoS Pricing Purchase Post Sales Support Complaint Upgrade Renew Website Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Phone Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Face to face Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Word of mouth Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Email Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Post Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here
- 15. Customer Journey MappingTemplate 115 Stage Awareness Consideration Decision Delight Touch Point Facebook Posts Facebook page Website Email enquiry Phone call School Tour Sign up Referral Customer Process Browsed Facebook & stumbled upon your Facebook posts Browsed through the photos & albums Searched and arrived through the website Signed up email enquiry Scheduled a phone call to enquiry more Asked about School curriculum Decided to enroll after pricing Referred a friend after 2 months Experience
- 16. Customer Journey MappingTemplate 216 Explore Promotion items on website Showing different prices Shop Mobile purchased using promotion Size availability Buy Recognised for loyalty Long wait at cash register Try Touch screen advantage Cant provide feedback Use & Share Tags store in Pinterest Complains on Facebook
- 17. Capturing Customer Perceptionbased on their Experience17 Research Comparison Purchase Support Product 01 Product 02 Product 03 Product 04 SP - 1 SP - 2 SP - 3 SP - 4 SP - 2 SP - 3 SP - 4 Stress Points SP - 1 Experience Terrible Poor Generic Exceptional Good
- 18. Illustrating Customers JourneyAcross Multiple Touchpoints18 FY' 15 FY' 16 FY' 17 FY' 18 Customer Experience Expectations & Perception Map Negative Neutral Positive 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 Here Your Text Here Your Text Here Your Text Here G
- 19. Incorporate Performance Indicators19 EXCITEDAbout Regional Airline With Great Options & Prices CONFIDENT About Trying Little Wing IMPRESSED Unsure APPREHENSIVE About Trying New Airline Know Nothing About Feeling Below Meets Exceeds Expectation Ratings 33% 33% 50%
- 20. Optimize Stakeholders’ Understanding,Engagement, and Decision-making Based on the Journey Map Story20 Actions Thinking Feeling Opportunities Touch Point 1 Text Here Text Here Text Here Text Here Touch Point 2 Text Here Text Here Text Here Text Here Touch Point 3 Text Here Text Here Text Here Text Here Touch Point 4 Text Here Text Here Text Here Text Here
- 21. Customer Journey DetailedProcess21 Attract & Welcome Convenience • Single phone number to interact with the whole pf organisation • Calls answered by agents within 30seconds. Wait Better Queuing • Update on wait time throughout with call back option repeated Wrap-Up Education • Informed of other service offerings • Offer to complete transactions Select Choice • Customer given choice of key pay (IVR) payment or agent assisted service Serve Range of Transactions • Simple & easy payment gateway Feedback & Exit Feedback • Intuitive & simple feedback. • Customer thanked at time of service completion This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 22. Customer Journey MapExample Slide22 Navigate Website Visit FAQ Section Submit a Request Follow up from Customer Service Resolution Customer Process • Arrive at website • Navigate for help section • Look for relevant section & answers • Search contact numbers • Find query form • Submit Query • Wait for call back • Can it be dealt or referred ? • Problem is solved by customer 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 learning to maintain high performance • Improvement or learning to maintain high performance • Improvement or learning to maintain high performance • Improvement or learning to maintain high performance • Improvement or learning to maintain high performance
- 23. Customer Journey MappingTools23 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Prime Features: Add Text Here Price: Add Text Here 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
- 24. Customer Satisfaction Metrics24 24 Hours 12 4 min 15 min Customer satisfaction AverageReply Time This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Replies Per Ticket This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Average Handle Time This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Average First Reply Time This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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- 26. 26 Coffee Break We willbe back in 15 minutes
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- 28. Clustered Bar28 15 25 50 45 52 47 40 25 75 30 70 97 0 1020 30 40 50 60 70 80 90 100 Q1 Q2 Q3 Q4 Unit Count This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product 1 Product 2 Product 3
- 29. Area Chart29 This graph/chartis linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product 1 Product 2 Product 3 90 80 7075 80 60 55 58 40 50 25 20 80 70 65 4045 38 4850 30 20 10 5 70 55 50 25 30 22 37 29 20 15 31 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% DecNovOctSepAugJulJunMayAprMarFebJan Years
- 30. Our Team This slideis 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation Name Here Designation Name Here Designation Name Here Designation 30
- 31. Timeline31 2016 This slide is100% editable. Adapt it to your needs and capture your audience's attention. 2017 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2018 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2019 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2015 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 02 03 04 05
- 32. Post It Notes32 0102 0403 • This slide is 100% editable. Adapt it to your needs and capture your audience's attention. • This slide is 100% editable. Adapt it to your needs and capture your audience's attention. • This slide is 100% editable. Adapt it to your needs and capture your audience's attention. • This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 33. Puzzle33 01 02 03 04 05 This slide is100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 34. Lego34 04 05 02 03 01 Thisslide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here
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- 36. Idea Generation36 Idea 05 01 02 03 04 Thisslide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here
- 37. 37 Thank You Address # streetnumber, city, state Contact Numbers 0123456789 Email Address Emailaddress123@gmail.com