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Shopper Journey Analysis PowerPoint Presentation Slides
The document outlines the customer journey mapping process, focusing on understanding customer experiences and optimizing interactions across various touchpoints. It includes insights into the stages of the customer journey, elements for effective mapping, and tools to enhance stakeholder engagement. Additionally, it highlights the importance of performance indicators and customer satisfaction metrics for continuous improvement.
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Introduction to the Shopper Journey Analysis conducted by the company. Discusses the scope and purpose.
Outlines various stages in customer journey mapping such as understanding purpose, gathering information, and analyzing journey stages and channels.
Details the objectives behind customer mapping including project scoping, understanding customer experiences, and creating future solutions.
Highlights the objectives, needs, feelings, and barriers customers face during the journey, emphasizing personalized engagement.
Presents key statistics about customer journey mapping, indicating its importance for businesses and impact of customer service.
Identifies essential elements in mapping customer journeys like customer thoughts, actions, feelings, and results from research.
Outlines critical steps in planning customer journey maps from planning and data gathering to analysis and continuous improvement.
Lists necessary information customers require at different journey phases such as pre-trigger, consideration, purchase, etc.
Describes the customer journey cycle from need generation to post-usage loyalty and the interactions involved.
Analyzes customer interactions at different stages like awareness, conversion, and loyalty, along with time frames for each stage.
Explores different layers involved in the customer journey, including awareness, acquisition, and service.
Discusses various channels used in different stages of the customer journey such as online, email, and social media.
Illustrates touchpoints and activities in the customer journey and their respective opportunities for improvement.
Demonstrates various touchpoints throughout the customer journey and the importance of customer interaction.
Provides templates for mapping customer journey touchpoints and processes across various stages.
Another customer journey mapping template exemplifying customer experiences at different touchpoints.
Explains qualitative techniques to capture customer perceptions and experiences, emphasizing voice of the customer data.
Evaluates customer experiences across touchpoints over time, assessing gaps and improvements.
Incorporates performance indicators to evaluate customer experiences and feelings towards services.
Focuses on enhancing stakeholder understanding and engagement using customer journey map narratives.
Illustrates the detailed steps in the customer journey including attracting, serving, and gaining feedback.
Examples depicting customer journey map processes from navigation to resolution.
Lists various tools available for creating customer journey maps with a focus on features and pricing.
Discusses customer satisfaction metrics such as average reply time, handle time, and efficiency ratings.
Icons related to the shopper journey analysis presented.
Indicates a break before continuing with the presentation.
Mentions availability of additional slides.
Presentation of a donut pie chart linked to data.
Display of a bubble chart visualizing profit and sales data.
Outlines company mission, vision, and goals.
Breakdown of financial metrics including minimum, medium, and maximum values.
Introduction to team members and their designations.
Emphasizes the editability of various presentation components.
A motivational quote by Albert Einstein to resonate with the audience.
Encourages creativity and idea generation among audience members.
Imagery representing focus, clarity, or examination.
Concludes the presentation with gratitude and provides contact information.
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Shopper Journey Analysis PowerPoint Presentation Slides
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- 2. Customer Journey MappingOutline 2 Understanding Customer Mapping Purpose 01 Information Required in each stage of Customer Journey 06 Customer Mapping Journey Cycle 07 Customer Journey Analysis at each stage 08 Customer Journey Layers 09 Channels in each stage of journey 10 Customer Journey Map Table11 Customer Journey Mapping Templates 12 Capturing Customer Perception based on their Experience 13 Illustrating Customers Journey across Multiple Touchpoints 14 Incorporate Performance Indicators 15 Optimize Stakeholders’ understanding, Engagement, &Decision-Making based on the Journey map Story 16 Customer Journey detailed Process 17 Customer Journey Map Example Slide 18 Customer Journey Mapping Tools 19 Customer Satisfaction Metrics 20 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
- 3. Understanding Customer MappingPurpose 3This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Create the Company View Purpose: Build a map of the company perspective of the customer journey to guide customer interviews Project Scoping Meeting Purpose: Review relevant research branding & company promises. Jointly define the scope & success. Customer Listening & Learning Purpose: Understand from multiple approaches the experience a customer has with your company Review Current State Purpose: Establish a common understanding of the current journey & ID key insights for creating anew journey Ideate Future State Purpose: Use new learnings to create near term & longer term solutions
- 4. Objectives, Needs, Feelings& Barriers of Customer Journey Mapping 4 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 Attract Interact Engage Convert
- 5. 5 Key Statistics of Customer MappingJourney 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 Average number of touches it takes to create a viable sale lead
- 6. Elements of CustomerJourney Mapping 6 Your Customers Thoughts How do customers perceive & evaluate their experience? What do they expect? Actions What steps do your customers take to meet their needs? Feelings What emotions do your customers show in their customer journey? Where do the hights & lows occur? Quantitative & Quantitative Research Key Findings & Actionable insights Touch points, Channels & lifecycle stages This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 7. 7 Customer Journey Mapping Steps 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 Identify & Analyze key findings & Actionable Insights • Collaborate with the mapping team & analyze map • Score, rank & prioritize opportunities Investigate Issue & Opportunities • Your text here • Your text here Present your findings & plan for continuous Improvement • Develop recommendations 7 create roadmap for change
- 8. Information Required ineach stage of Customer Journey 8This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Pre - Trigger Trigger Consideration Purchase Experience Loyalty • 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 InformationNeeds Define Refine Purchase
- 9. Customer Mapping JourneyCycle 9 • Searches Internet Need Generation • Calls contact center Initial Consideration • First Interaction • Subsequent Interactions Engagement • Studies Proposal Evaluation • Signs contract • Final presentation Moment of Purchase • Training • Testing • Invoice raise Delivery/ Installation • Proactive Maintenance • Follow up on trouble ticket Usage This slide is 100% editable. Adapt it to your needs and capture your audience's attention. After Loyalty Curve Before During
- 10. Buyer Stage AwarenessConversion 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 Customer Journey Analysis at each statge 10This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 11. Customer Journey Layers 11 AwarenessConsideration Acquisition Service Loyalty 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 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 10 7 13 9 4 22 43 23 15 Customer Journey Stages Customer Journey Steps Customer Journey Touchpoints Customer Journey Departments
- 12. Channels in eachstage of Journey 12 Online Ads Email PPC Social Ads Reviews Blog Media Website Community Forum Blog Social Networks Newsletter PromotionsFAQ Knowledge Base Store Ecommerce Direct Mail Email Word of Mouth Radio TV Print PR Awareness Consideration Purchase Retention Advocacy This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 13. 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 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 Your Text Here Your Text Here Your Text Here Opportunities 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 Customer Journey Map Table 13This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 14. Elements of CustomerJourney Aware Query/ PoS Pricing Purchase Post Sales Support Complaint Upgrade Renew Website Phone Face to face Word of mouth Email Post Customer Journey Across Various Touchpoints 14 CustomerJourneyTouchpoints This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 15. Stage Awareness ConsiderationDecision 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 Customer Journey Mapping Template 15This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 16. Customer Journey MappingTemplate 2 16 Explore Showing different prices Promotion items on website Shop Size availability Mobile purchased using promotion Buy Long wait at cash register Recognised for loyalty Try Cant provide feedback Touch screen advantage Use & Share Complains on Facebook Tags store in Pinterest This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 17. Research Comparison PurchaseSupport Product 01 Product 02 Product 03 Product 04 Capturing Customer Perception based on their Experience 17 SP - 1 SP - 2 SP - 3 SP - 4 Stress Points SP - 1 SP - 2 SP - 3 SP - 4 Terrible Poor Generic Exceptional Experience Good Qualitative research approaches like contextual inquiry, ethnographic research, Leveraging voice of the customer (VOC) data from call centers and verbatims from customer satisfaction surveys are especially effective at capturing customers’ actual behavior and their emotions This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 18. Illustrating Customers JourneyAcross Multiple Touchpoints 18 FY' 16 FY' 17 FY' 18 FY' 19 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 HereYour Text Here Your Text Here See potential gaps in their customer’s experience between touchpoints Assess the impact of these gaps Provide insights into how to optimally orchestrate the customer experience across touchpoints to drive business value. Customer Experience Expectations & Perception Map This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 19. Incorporate Performance Indicators 19 ExceedsMeets Below 33% 33% 50% Expectation Ratings EXCITED about regional airline with great options & prices CONFIDENT about trying Little wing IMPRESSED UNSURE APPREHENSIVE about trying new airline know nothing about Feeling This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 20. Touch Point 1Touch Point 2 Touch Point 3 Touch Point 4 Actions Your Text Here Your Text Here Your Text Here Your Text Here Thinking Feeling Opportunities Optimize Stakeholder’s Understanding, Engagement, and Decision-making Based on the Journey Map story 20This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 21. 21 Customer Journey Detailed Process Attract &Welcome Convenience • Single phone number to interact with the whole pf organisation • Calls answered by agents within 30seconds. Select Choice • Customer given choice of key pay (IVR) payment or agent assisted service Wait Better Queuing • Update on wait time throughout with call back option repeated Serve Range of Transactions • Simple & easy payment gateway Wrap-Up Education • Informed of other service offerings • Offer to complete transactions Feedback • Intuitive & simple feedback. • Customer thanked at time of service completion Feedback & Exit
- 22. Customer Journey MapExample Slide 22 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 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 23. Customer Journey MappingTools 23This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 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 AverageFirst Reply Time Average Handle Time Average Reply Time Replies Per Ticket 24 hours 12 4 min 15 min This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 25. Shopper Journey AnalysisIcons Slide 25
- 26. 26 Presentation Continues In 15Minutes Coffee Break This is a representative image, and should be replaced by your own image. Just right click and replace image.
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- 28. Donut Pie Chart 28 % 10% TextHere This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. % 20% Text Here This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. % 30% Text Here This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. % 40% Text Here This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
- 29. 29This graph/chart islinked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. BubbleChart 20 60 30 40 75 55 80 90 10 20 30 40 50 60 70 80 90 100 10 20 30 40 50 Profit(InSales) Product 01 Product 04Product 02 Product 03
- 30. 30 Our Mission Mission This slideis 100% editable. Adapt it to your needs and capture your audience's attention. Vision This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Goal This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 31. Financial 31 Minimum This slide is100% editable. Adapt it to your needs and capture your audience's attention. $150 Medium This slide is 100% editable. Adapt it to your needs and capture your audience's attention. $250 Maximum This slide is 100% editable. Adapt it to your needs and capture your audience's attention. $350
- 32. Our Awesome Team 32 NameHere Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 33. 33 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. Post It Notes
- 34. Quotes 34 Look deep into nature,and then you will understand everything better.” - Albert Einstein
- 35. 35 Idea Generation IDEA This slide is100% 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
- 36. Magnifying Glass 36 This slideis 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. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 37. 37 Thank You Address # streetnumber, city, state Contact Number 0123456789 Email Address emailaddress123@gmail.com