Consumer Experience Mapping PowerPoint Presentation Slides
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Consumer Experience Mapping PowerPoint Presentation Slides
- 1. Yo u r C o m p a n y N a m e Consumer Experience Mapping
- 2. 2 Understanding the Customer Experience01 Need for Customer Journey Map02 What does a Customer Journey Map look like?03 Mapping Framework04 Key Elements of Customer Journey Map05 Types of Customer Journey Maps06 Steps to build a journey map07 How to improve the Customer Journey08 Benefits of Customer Journey Map09 Buyer Persona10 Buyers Journey11 Customer Journey Map Example12 Content
- 3. Understanding the Customer Experience3 Stages Discovery Touchpoints Specify here the steps a customer take to reach out to the company like X saw an ad on internet, clicked the same to gather information Actions Mention here the effort customer takes to meet his needs like using the internet to gather information Motivations Specify here the need of the customer which motivates him to reach out to the company Questions Mention the questions of the customers here Pain Points Mention here the specific problem that the customers of your business are experiencing
- 4. Need for Customer Journey Map4 Shift a company’s perspective from inside-out to outside-in • Journey mapping sheds light on real human experiences that often organizations know very little about • It can help turn the culture of that organization by refocusing on the thoughts, actions & emotions of customers Assign ownership of key touchpoints to internal departments • Maps can create clarity around alignment of departments or groups with different stages or key touchpoints in the journey that need addressing • Add text here Target Specific Customers • Journey maps can help teams focus in on specific personas or customers • Add text here Break down silos to create one shared, organization- wide vision • They become a tool for creating cross-department conversation & collaboration • Journey mapping could be the first step in building an organization-wide plan of action to invest in customer experience 01 02 03 04
- 5. 5 What does a Customer Journey Map look like? Steps • Show the sequence of events at a high level • This helps you see the entire process from start to finish and acts as groundwork for the rest of the information Personas • Create an example of your ideal customer like What’s their age? What devices do they use? What are their values? • The benefit of doing this is that you can then tailor the customer journey specifically for certain customers, providing a personalized service. Desired Outcomes • Define what your different customer personas are trying to get out of their experience • If you understand what they want in the end, you’ll better understand their frustrations when they arise Touchpoints • These represent steps where your customer comes into direct contact with your brand. • Have any touchpoints changed due to recent digitalization or business expansion Moments of Truth • These are a special kind of touchpoint • They are the moments that can make or break your business’s chance for success.
- 6. Mapping Framework6 01 • Identify your mapping method, team & ingredients • Involve key stakeholders - Host formal journey mapping workshops & involve everyone in the actual data gathering, analyzing & map building process - Interview stakeholders on key capabilities • Start building your map - Bring the customer journey to life by adding your touchpoints and related business & customer data Map 02 • Identify what’s most important to your customers and business & what creates or detracts from value and drives loyalty • Create different views of data • Use charts to help visualize & understand customer experiences • Score your touchpoints & develop and prioritize action plans • Build a compelling case for change Analyze 03 • Prefer Using Touchpoint Dashboard’s • Presentation layer to create compelling stories to share • Sharing options to share the whole map or custom-tailor specific map views & reports and share only what’s most relevant to your audience • Notes capability to socialize the map with stakeholders Present
- 7. Key Elements of Customer Journey Map7 Internal Ownership Internal Ownership Internal Ownership Internal Ownership Goals and ExpectationsScenario 0201 08 09 06 07 01 02 03 04 05 03 04 05 06 Opportunities Opportunities Opportunities Opportunities 07 08 Zone A (The Lens) The lens provides constraints for the map by assigning (1) a persona (“who”) and (2) the scenario to be examined 01 02 03 04 05 06 07 08 09 Zone B (The Experiences) The heart of the map is the visualized experience, usually aligned across (3) chunkable phases of the journey. The (4) actions, (5) thoughts, and (6) emotional experience of the user has throughout the journey can be supplemented with quotes or videos from research Zone C (The Insights) The output should vary based on the business goal the map supports, but it could describe the insights and pain points discovered, and the (7) opportunities to focus on going forward, as well as (8) internal ownership
- 8. Types of Customer Journey Maps8 • Created to understand how customers are interacting with your brand “right now.” • Using a current state map can identify weak points in various stages • In order to create this type of map, you will need to identify: - Where prospects come from - How they become customers - How they begin to use your product(s) Current State Mapping • Instead of being a right now picture of how prospects and customers interact with your brand, this type of map lays out the ideal journey you would like prospects and customers to take • Future mapping is done from the perspective of customers • In order to create this map, you will need to : - Identify the starting point of your lead or customer - Determine the endpoint - Plan the messaging Future State Mapping • It is used as part of the sales process to better understand buyer personas • This map type can also be used post-sale to improve customer satisfaction and retention • In order to create this type of map, you will need to identify: - Goals - Pain - Timing Indicators Day in the Life Mapping
- 9. Steps to Build a Journey Map9 Data Gathering • Schedule & conduct any new customer research/interviews. • Collect, organize & review all map ingredients Map Creation • Create a framework for journey map • Add touchpoints & plot the customer journey; refine & validate • Synch metrics, customer data & collateral with touchpoints Identify & Analyze Key Findings & Actionable Insights • Collaborate with the mapping team & analyze map • Rank & prioritize opportunities & identify the needs Investigate Issues & Opportunities • Conduct deep drill & analyze results Present your Findings & Plan for Continuous Improvement • Develop recommendations & create roadmap for change • Share findings & establish a plan to monitor & manage progress Planning • Identify your map’s scope & scale and your mapping method & team. • Create/ obtain necessary mapping resources & martials.
- 10. Need for Customer Journey Map10 Start Earlier, Finish Later • Usually, the customer journey is mapped from start and end of the interaction with your service or product • Try creating an impact on what happens immediately before and after the experience the customer has with you 03 Remove the Unnecessary Steps • Wherever you can, remove any unnecessary steps required to perform an action • Focus on minimizing the effort (time, cost, number of steps, reasoning) that your customers need to take in order to enjoy the core of your service or product 04 Remove the Pain Points • Identify the points where your customers are having a hard time • Start ranking the pain points in your customer journey and then attack them one by one 01 Raise the Bar • When your customers are generally happy throughout their experience with your service or product, don’t stop there- always try to raise the bar and deliver an experience that exceeds the expectations 02
- 11. 11 Benefits of Customer Journey Map Visibility See how your customer experience is impacted by behind-the-scenes operations. Agility Respond quickly to changes in customer demand or expectations. Empowerment Empower all employees to think of the next big, disruptive idea. Understanding Increase shared understanding and get your entire organization on the same page. Excellence Create moments of delight for your customers that keep them coming back for more.
- 12. Professional Role Your Text Here Demographics Your Text HereYour Text Here Name Resources & Influences This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Buying Decisions This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Motivations This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Challenges This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Your Text Here Buyer Persona12
- 13. Buyers Journey13 Awareness Engagement Evaluation Purchase Post- Purchase Opportunities Add text here Add text here Add text here Add text here Add text here Content Needed Add text here Add text here Add text here Add text here Add text here Notes Add text here Add text here Add text here Add text here Add text here
- 14. Customer Journey Map Example14 Recommendations Buying Cycle Acquire Days Nurture Days Convert Days Retain Days Overall Customer Experience Touchpoints • Clicks on welcome email • Visits product page • Your Text Here • Your Text Here • Your Text Here • Online Research • Site Visit • Your Text Here • Your Text Here • Your Text Here • Adds item to cart • Estimates shipping • Your Text Here • Your Text Here • Your Text Here • Order processed email • Shipping tracking email • Your Text Here • Your Text Here • Your Text Here • Your Text Here Customer Thoughts • Do they have positive reviews? • Am I paying too much? • Your Text Here • Your Text Here • What colours/sizes are available? • Are competitors offering a cheaper price? • Your Text Here • How much am I paying for shipping? Too much? • Do I buy another product for free shipping? • Your Text Here • Your Text Here • Can I track my order? • Did it arrive on time? • Your Text Here • Your Text Here • Your Text Here Ideas to Improve • Encourage more customer engagement on social media • Make my returns policy more simple and user-friendly • Offer more competitive prices • Polish website appearance • Offer free shipping for large orders to encourage multiple purchases • Streamline the buying process • Personalise the delivery process • Stay in contact with the customer and request a review • Your Text Here Customer Goals Make sure the costume will arrive on time & fit Find the best price Decide on costume & place order Have an awesome costume that everyone likes Find customers for an event
- 15. Consumer Experience Mapping Icons Slide15
- 17. 17 This is a representative image, and should be replaced by your own image. Just right click and replace image. 10 Minutes Break Coffee Time
- 18. 18 6.2 2.5 4.5 4.5 5.4 4.4 3.8 2.8 2017 2018 2019 2020 Graphs and Charts This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product 01 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product 02
- 19. 3628.4 3573.9 3484.0 3532.1 3740.3 3881.7 3528.4 3873.9 3584.0 3732.1 3640.3 3981.7 3400 3500 3600 3700 3800 3900 4000 4100 2015 2016 2017 2018 2019 2020 InMillions Stacked Line With Markers19 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product 01 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product 02
- 20. 20 About Us Value Clients This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Target Audiences This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Preferred by Many This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 21. 21 Our Team Name Here Designation This slide is 100% editable. Adapt it to your needsName Here Designation This slide is 100% editable. Adapt it to your needs Name Here Designation This slide is 100% editable. Adapt it to your needs
- 22. 22 -- Tom Abbott “It’s not just about being better. It’s about being different. You need to give people a reason to choose your business. Quotes
- 23. Idea Generation23 Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 24. 24 Thank YouSocial Media Contact Number 0123456789 Address # street number, city, state Email Address [email protected]