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Customer Journey Map PowerPoint Template.pptx

The document appears to be an incomplete draft of a customer journey map. It includes placeholders for stages of the customer journey, touchpoints, metrics, and opportunities. However, most of the content is repeated phrases about green marketing practices and does not provide meaningful details about a specific customer journey or business.

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1 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE HAPPY SAD AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY METRICS Green marketing is a practice whereby companies seek to go above and. OPPORTUNITIES Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. ACTION ACTION ACTION ACTION ACTION ACTION ACTION Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. PROBLEM PROBLEM PROBLEM PROBLEM PROBLEM PROBLEM PROBLEM
2 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE BASELINE GOOD EXPERIENCE BAD EXPERIENCE TOUCH POINTS ANTICIPATE ENTER ENGAGE EXIT REFLECT Office Car Walk-in Line Order Pay Sit Drink Work Pack up Leave Car Worry Good Drink Goodbye Closing Ambience Aroma Loud Cold Fake Greeting Factory Line Convenient Polite Confined Good Temperature Tasty Drink Free Wi-Fi Loud
3 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY PR Radio, TV, Print Direct Mail Store/ Branch Call Center/ IVR Word of Mouth Mailings Offers in Invoice Agent/ Broker Word of Mouth Search Paid Content Websites Chat Community Mobile App Site Search Online Display Survey Loyalty Program DIGITALTOUCHPOINTS PHYSICAL TOUCHPOINTS
4 CUSTOMER TOUCHPOINTS WRITE YOUR SUBTITLE HERE CONSIDERATION ACQUISITION SERVICE LOYALTY AWARENESS Search Paid Content Websites Chat Community Mobile App Site Survey Loyalty Program PR Radio, TV, Print Direct Mail Store/ Branch Word of Mouth Mailings Offers in Invoice Agent/ Broker Word of Mouth
5 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY STAGES Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. STEPS TOUCH POINTS DEPARTMENTS Marketing Design Engineering UX Customer Success ONLINE ADS BLOG CONTENT NEW RELEASES SOCIAL MEDIA LANDING PAGE APP DISCOVERY E-SHOP SIGN UP PAGE PRODUCT PAGE ENGAGEMENT INTERACTION USER EXPERIENCE PERSONALIZATION EMAILS CHAT OPTIONS ALL FEATURES OPTIMIZATION EMAILS SMS NOTIFICATIONS IN-APP MESSAGES VENDOR PARTNERS SOCIAL MEDIA ARTICLES REVIEWS COMPETITOR CONTENT SOCIAL MEDIA 2 3 4 2 2 5 4 5 3 2
6 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE CUSTOMEREXPERIENCE RECOMMENDATIONS LIFECYCLE STAGES TOUCH POINTS & SCORECARD FRUSTRATIONS METRICS IMPROVEMENT OPPORTUNITIES PRE-SALES ONBOARDING EDUCATION SUPPORT Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond.
7 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE PHASES PRE-SALES ONBOARDING EDUCATION SUPPORT ACTIVITY Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond. TOUCHPOINT Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond traditional marketing by promoting. EXPERIENCE Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above and beyond. OPPORTUNITY Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above and beyond. PRODUCT NAME:
8 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE STAGES THINKING FEELING OPPORTUNITY TOUCHPOINTS AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and beyond.
9 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE CUSTOMEREXPERIENCE RECOMMENDATIONS STAGESOF JOURNEY AWARENESS CONSIDERATION DECISION POST-EXPERIENCE TOUCH POINTS 1. Touchpoint 01 2. Touchpoint 02 3. Touchpoint 03 1. Touchpoint 01 2. Touchpoint 02 3. Touchpoint 03 1. Touchpoint 01 2. Touchpoint 02 3. Touchpoint 03 1. Touchpoint 01 2. Touchpoint 02 3. Touchpoint 03 CUSTOMER THINKING Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. IDEASFOR IMPROVEMENT Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. CUSTOMER GOALS Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. -10 0 10
10 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE STAGE SENTIMENT CUSTOMERNEEDS & ITERACTIONS CUSTOMER EXPECTATIONS IMPROVEMENT OPPORTUNITIES Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Positive (+) Negative (-) Stage 1 Stage 2 Stage 3 Stage 4 Stage 5 Stage 6
11 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE NEEDS & EXPECTATIONS VOICE OF CUSTOMER PHASE 1 PHASE 2 PHASE 3 PHASE 4 Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint
12 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE ACTIONS QUESTIONS& THOUGHTS TOUCHPOINTS OPPORTUNITIES CONTENTNEEDED NOTES AWARENESS ENGAGEMENT EVALUATION PURCHASE POST-PURCHASE Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond.
13 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE AWARENESS CONSIDERATION PURCHASE ONBOARDING ADVOCACY USER ACTION TOUCHPOINTS EMOTIONS PAIN POINTS POSSIBLE SOLUTION Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to.
14 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE CUSTOMERPHASES CUSTOMERJOURNEY CUSTOMERNEEDS EMOTIONALCURVE POTENTIAL OPPORTUNITIES IDEAS & SOLUTIONS Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. BEFORE DURING AFTER
15 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE RECOMMENDATIONS PROCESS CUSTOMER GOALS TOUCHPOINTS & EMOTIONAL RESPONSE CUSTOMER THOUGHTS OVERALL CUSTOMER EXPERIENCE IDEAS TO IMPROVE PRE-SERVICE EVENTTIME EVENTTIME EVENTTIME EVENTTIME EVENTTIME Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek to go above and beyond traditional marketing. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional.
16 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE AWARENESS CONSIDERATION PURCHASE RETENTION ADVOCACY POSITIVE EXPERIENCE NEGATIVE EXPERIENCE PRODUCT AWARENESS PRODUCT RESEARCH STORE VISIT PRODUCT PURCHASE PRODUCT RECEIPT PRODUCTISSUE & RESPONSE SOCIAL COMPLAINT
17 INSPIRATION RESEARCH BOOKING& TRYOUT ARRIVING PRODUCT LEARNING DECISION- MAKING CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE FEELING THINKING DOING TOUCHPOINT Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. + POSITIVEVIBES - NEGATIVEVIBES
18 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Uncertain Concerned Excited Inquisitive Decisive Anticipatory Concerned, Anticipatory Rushed Excited Hungry Relaxed, Satisfied Enriched Talkative, Involved Connected Convenience Enjoyability Enrichment Convenience Enjoyability Enrichment Convenience Enjoyability Enrichment Convenience Enjoyability Enrichment Convenience Enjoyability Enrichment Convenience Enjoyability Enrichment Convenience Enjoyability Enrichment DOING THINKING FEELING EXPERIENCE AWARENESS DISCOVERING ORDERING WAITING RECEIVING CONSUMING SHARING
19 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE DECIDE TRAVEL EXPERIENCE RETURN 1. Looks up movies on phone 2. Decides which movie to see and which theater to go to 3. Buys ticket online from phone 4. Drives to movie theater 5. Stands in line and buys popcorn 6. Finds seat next to friend 7. Watches movie 8. Exits theater 9. Drives home 1 2 3 4 5 6 7 8 9 ALICE RICHARDSON Alice is going to the movies. She is excited to go out for the night and will meet her friend at the theater. SCENARIO Great movie, Friendly staff, Good seat. EXPECTATIONS
20 CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE DEFINE COMPARE NEGOTIATE SELECT 1. Review current plan 2. Define parameters for new plan 3. Watches commercial on TV 4. Researches companies and offers on consumer reports website 5. Uses current carrier website tool to compare options 6. Calls current carrier to tell them she is shopping around 7. Calls competitors to see what they can offer 8. Decides on a new plan and calls customer service to switch service OPPORTUNITIES Green marketing is a practice whereby companies seek to go above and beyond traditional marketing. INTERNAL OWNERSHIP+ METRICS Green marketing is a practice whereby companies seek to go above and beyond traditional marketing by promoting environmental core values in the hope that consumers will. SONIA JENKINS SCENARIO: Green marketing is a practice whereby companies seek to go above and beyond. SONIA JENKINS Green marketing is a practice whereby companies seek to go above and beyond traditional marketing by promoting environmental core values in the hope that.

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Customer Journey Map PowerPoint Template.pptx

  • 1.
    1 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE HAPPY SAD AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY METRICS Green marketing is a practice whereby companies seek to go above and. OPPORTUNITIES Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. ACTION ACTION ACTION ACTION ACTION ACTION ACTION Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. PROBLEM PROBLEM PROBLEM PROBLEM PROBLEM PROBLEM PROBLEM
  • 2.
    2 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE BASELINE GOOD EXPERIENCE BAD EXPERIENCE TOUCH POINTS ANTICIPATE ENTER ENGAGE EXIT REFLECT Office Car Walk-in Line Order Pay Sit Drink Work Pack up Leave Car Worry Good Drink Goodbye Closing Ambience Aroma Loud Cold Fake Greeting Factory Line Convenient Polite Confined Good Temperature Tasty Drink Free Wi-Fi Loud
  • 3.
    3 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY PR Radio, TV, Print Direct Mail Store/ Branch Call Center/ IVR Word of Mouth Mailings Offers in Invoice Agent/ Broker Word of Mouth Search Paid Content Websites Chat Community Mobile App Site Search Online Display Survey Loyalty Program DIGITALTOUCHPOINTS PHYSICAL TOUCHPOINTS
  • 4.
    4 CUSTOMER TOUCHPOINTS WRITE YOURSUBTITLE HERE CONSIDERATION ACQUISITION SERVICE LOYALTY AWARENESS Search Paid Content Websites Chat Community Mobile App Site Survey Loyalty Program PR Radio, TV, Print Direct Mail Store/ Branch Word of Mouth Mailings Offers in Invoice Agent/ Broker Word of Mouth
  • 5.
    5 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY STAGES Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. STEPS TOUCH POINTS DEPARTMENTS Marketing Design Engineering UX Customer Success ONLINE ADS BLOG CONTENT NEW RELEASES SOCIAL MEDIA LANDING PAGE APP DISCOVERY E-SHOP SIGN UP PAGE PRODUCT PAGE ENGAGEMENT INTERACTION USER EXPERIENCE PERSONALIZATION EMAILS CHAT OPTIONS ALL FEATURES OPTIMIZATION EMAILS SMS NOTIFICATIONS IN-APP MESSAGES VENDOR PARTNERS SOCIAL MEDIA ARTICLES REVIEWS COMPETITOR CONTENT SOCIAL MEDIA 2 3 4 2 2 5 4 5 3 2
  • 6.
    6 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE CUSTOMEREXPERIENCE RECOMMENDATIONS LIFECYCLE STAGES TOUCH POINTS & SCORECARD FRUSTRATIONS METRICS IMPROVEMENT OPPORTUNITIES PRE-SALES ONBOARDING EDUCATION SUPPORT Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond.
  • 7.
    7 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE PHASES PRE-SALES ONBOARDING EDUCATION SUPPORT ACTIVITY Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond. TOUCHPOINT Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond traditional marketing by promoting. EXPERIENCE Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above and beyond. OPPORTUNITY Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above and beyond. PRODUCT NAME:
  • 8.
    8 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE STAGES THINKING FEELING OPPORTUNITY TOUCHPOINTS AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and beyond.
  • 9.
    9 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE CUSTOMEREXPERIENCE RECOMMENDATIONS STAGESOF JOURNEY AWARENESS CONSIDERATION DECISION POST-EXPERIENCE TOUCH POINTS 1. Touchpoint 01 2. Touchpoint 02 3. Touchpoint 03 1. Touchpoint 01 2. Touchpoint 02 3. Touchpoint 03 1. Touchpoint 01 2. Touchpoint 02 3. Touchpoint 03 1. Touchpoint 01 2. Touchpoint 02 3. Touchpoint 03 CUSTOMER THINKING Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. IDEASFOR IMPROVEMENT Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. CUSTOMER GOALS Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. -10 0 10
  • 10.
    10 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE STAGE SENTIMENT CUSTOMERNEEDS & ITERACTIONS CUSTOMER EXPECTATIONS IMPROVEMENT OPPORTUNITIES Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Positive (+) Negative (-) Stage 1 Stage 2 Stage 3 Stage 4 Stage 5 Stage 6
  • 11.
    11 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE NEEDS & EXPECTATIONS VOICE OF CUSTOMER PHASE 1 PHASE 2 PHASE 3 PHASE 4 Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint
  • 12.
    12 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE ACTIONS QUESTIONS& THOUGHTS TOUCHPOINTS OPPORTUNITIES CONTENTNEEDED NOTES AWARENESS ENGAGEMENT EVALUATION PURCHASE POST-PURCHASE Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond.
  • 13.
    13 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE AWARENESS CONSIDERATION PURCHASE ONBOARDING ADVOCACY USER ACTION TOUCHPOINTS EMOTIONS PAIN POINTS POSSIBLE SOLUTION Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to.
  • 14.
    14 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE CUSTOMERPHASES CUSTOMERJOURNEY CUSTOMERNEEDS EMOTIONALCURVE POTENTIAL OPPORTUNITIES IDEAS & SOLUTIONS Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. BEFORE DURING AFTER
  • 15.
    15 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE RECOMMENDATIONS PROCESS CUSTOMER GOALS TOUCHPOINTS & EMOTIONAL RESPONSE CUSTOMER THOUGHTS OVERALL CUSTOMER EXPERIENCE IDEAS TO IMPROVE PRE-SERVICE EVENTTIME EVENTTIME EVENTTIME EVENTTIME EVENTTIME Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek to go above and beyond traditional marketing. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional.
  • 16.
    16 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE AWARENESS CONSIDERATION PURCHASE RETENTION ADVOCACY POSITIVE EXPERIENCE NEGATIVE EXPERIENCE PRODUCT AWARENESS PRODUCT RESEARCH STORE VISIT PRODUCT PURCHASE PRODUCT RECEIPT PRODUCTISSUE & RESPONSE SOCIAL COMPLAINT
  • 17.
    17 INSPIRATION RESEARCH BOOKING& TRYOUT ARRIVING PRODUCTLEARNING DECISION- MAKING CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE FEELING THINKING DOING TOUCHPOINT Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. + POSITIVEVIBES - NEGATIVEVIBES
  • 18.
    18 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Uncertain Concerned Excited Inquisitive Decisive Anticipatory Concerned, Anticipatory Rushed Excited Hungry Relaxed, Satisfied Enriched Talkative, Involved Connected Convenience Enjoyability Enrichment Convenience Enjoyability Enrichment Convenience Enjoyability Enrichment Convenience Enjoyability Enrichment Convenience Enjoyability Enrichment Convenience Enjoyability Enrichment Convenience Enjoyability Enrichment DOING THINKING FEELING EXPERIENCE AWARENESS DISCOVERING ORDERING WAITING RECEIVING CONSUMING SHARING
  • 19.
    19 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE DECIDE TRAVEL EXPERIENCE RETURN 1. Looks up movies on phone 2. Decides which movie to see and which theater to go to 3. Buys ticket online from phone 4. Drives to movie theater 5. Stands in line and buys popcorn 6. Finds seat next to friend 7. Watches movie 8. Exits theater 9. Drives home 1 2 3 4 5 6 7 8 9 ALICE RICHARDSON Alice is going to the movies. She is excited to go out for the night and will meet her friend at the theater. SCENARIO Great movie, Friendly staff, Good seat. EXPECTATIONS
  • 20.
    20 CUSTOMER JOURNEY MAP WRITEYOUR SUBTITLE HERE DEFINE COMPARE NEGOTIATE SELECT 1. Review current plan 2. Define parameters for new plan 3. Watches commercial on TV 4. Researches companies and offers on consumer reports website 5. Uses current carrier website tool to compare options 6. Calls current carrier to tell them she is shopping around 7. Calls competitors to see what they can offer 8. Decides on a new plan and calls customer service to switch service OPPORTUNITIES Green marketing is a practice whereby companies seek to go above and beyond traditional marketing. INTERNAL OWNERSHIP+ METRICS Green marketing is a practice whereby companies seek to go above and beyond traditional marketing by promoting environmental core values in the hope that consumers will. SONIA JENKINS SCENARIO: Green marketing is a practice whereby companies seek to go above and beyond. SONIA JENKINS Green marketing is a practice whereby companies seek to go above and beyond traditional marketing by promoting environmental core values in the hope that.