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Customer Journey Maps Exercise

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Donn DeBoard

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Customer Journey Maps Exercise

  1. 1. Customer Journey Map Objectives, scope, & journey type  Customer Community  Trigger Events/Before You Begin  Customer Outcomes:          Phase         Customer Actions         Physical Evidence         Emotional Connection  (Rank 1‐5, 1= Dissatisfied, 5=Very satisfied                 Key customer actions (Line of interactions)        Moments of Truth     (Rank 1‐3, 1=Lowest, 3=Highest)        Moments of Pain         Front End/Employee Actions (Line of Visibility)        Backstage/Invisible Employee actions (Line of Internal interaction        Support processes                  Support people         Opportunity for improvement         

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