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Consumer journey analysis powerpoint presentation slides
The document outlines a comprehensive guide to customer journey mapping, detailing its purpose, steps, and key components. It emphasizes understanding customer objectives, feelings, barriers, and the statistical importance of cohesive customer experiences. Additionally, it provides templates and tools for effectively capturing and analyzing customer experiences across various touchpoints.
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Consumer journey analysis powerpoint presentation slides
- 1. Consumer Journey Analysis YourCompany Name
- 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 Optimize Stakeholders’ understanding, Engagement, &Decision-Making based on the Journey map Story Customer Journey detailed Process Customer Journey Map Example Slide Customer Journey Mapping Tools Customer Satisfaction Metrics
- 3. Understanding Customer MappingPurpose3 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Purpose: Review relevant research branding & company promises. Jointly define the scope & success Project Scoping Meeting Purpose: Build a map of the company perspective of the customer journey to guide customer interviews Create the Company View Purpose: Understand from multiple approaches the experience a customer has with your company Customer Listening & Learning 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
- 4. Objectives, Needs, Feelings& Barriers of Customer Journey Mapping4 Objectives Attract Interact Engage Convert 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 46% Of companies have a process to map customer journeys 76% Of senior level marketers say it’s critical or very important to create a cohesive customer journey 63% Of customers have switched providers in the past year due to poor customer service $1.2 Trillion the estimated cost in the U.S of customers switching due to poor service 5 to 8 Average number of touches it takes to create a viable sale lead
- 6. Elements of CustomerJourney Mapping6 Feelings What emotions do your customers show in their customer journey? Where do the heights & lows occur? Thoughts How do customers perceive & evaluate their experience? What do they expect? Actions What steps do your customers take to meet their needs? Quantitative & Quantitative Research Key Findings & Actionable insights Touch points, Channels & lifecycle stages 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 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 Journey8 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 Define Refine Purchase InformationNeeds
- 9. Customer Mapping JourneyCycle9 Need Generation › Searches Internet Initial Consideration › Calls contact center Engagement › First Interaction › Subsequent Interactions Evaluation › Studies Proposal Moment of Purchase › Signs contract › Final presentation Delivery/ Installation › Training › Testing › Invoice raise Usage › Proactive Maintenance › Follow up on trouble ticket Before During After Loyalty Curve
- 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/ Kettlebells /Blogs/fitness - Challenge
- 11. Customer Journey Layers11 CustomerJourney Stages Customer Journey Steps 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 Customer Journey Touchpoints Customer Journey Departments Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here Acquisition Service 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 Awareness Consideration Awareness 5 7 13 9 4 10 22 43 23 15
- 12. Channels in eachStage of Journey12 PR Radio TV Print Word of Mouth Online Ads Email PPC Social Ads Reviews Blog Media Direct Mail Email Ecommerce Store Website Community Forum FAQ Knowledge Base Promotions Blog Newsletter Social Networks Awareness Consideration Purchase Retention Advocacy This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 13. Customer Journey MapTable13 Stages Research Evaluate & Compare Commit Use & Monitor Refine & Review Goals Decide on a service which works best Learn about services which your competitor are offering Bring new technology to implement this service Expand in different markets Monitor on monthly basis 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
- 14. Customer Journey AcrossVarious Touchpoints14 Elements of Customer Journey Aware Query/ PoS Pricing Purchase Post Sales Support Complaint Upgrade Renew CustomerJourneyTouchpoints Website Phone Face to Face Word of Mouth Email Post
- 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 a posts by your child care centre Browsed through the posts and photos albums on Facebook Page Searched and arrived at your school website via mobile phone Signed up email enquiry Scheduled a phone call to find out more Asked about School curriculum Considered the location and price. Decided to enroll after comparing. Referred a friend after 2 months Experience
- 16. Customer Journey MappingTemplate 216 Explore Showing different prices Promotion items on website Shop Size unavailability Mobile purchased using promotion Try Cant provide feedback Touch screen advantage Use & Share Complains on Facebook Tags store in Pinterest Buy Long wait at cash register Recognised for loyalty
- 17. Capturing Customer Perceptionbased on their Experience17 SP - 1 SP - 2 SP - 3 SP - 4 Terrible Experience Poor Experience Generic Experience Exceptional Experience Good Experience Research Comparison Purchase Support Product 01 Product 02 Product 03 Product 04 Stress Points SP - 1 SP - 2 SP - 3 SP - 4 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
- 18. Illustrating Customers JourneyAcross Multiple Touchpoints18 Customer Experience Expectations & Perception Map 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 Here Your 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.
- 19. Incorporate Performance Indicators19 Feeling EXCITEDabout regional airline with great options & prices UNSURE CONFIDENT about trying Little wing IMPRESSED APPREHENSIVE about trying new airline know nothing about Exceeds Meets Below 33% 33% 50% Expectation Ratings
- 20. Optimize Stakeholders’ Understanding,Engagement, and Decision-making Based on the Journey Map Story 20 Touch Point 1 Touch Point 2 Touch Point 3 Touch Point 4 Actions Your Text Here Your Text Here Your Text Here Your Text Here Thinking Feeling Opportunities
- 21. Customer Journey DetailedProcess21 Attract & Welcome Convenience › Single phone number to interact with the whole pf organisation › Calls answered by agents within 30 seconds. 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 & Exit Feedback › Intuitive & simple feedback. › Customer thanked at time of service completion
- 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 Q A
- 23. Customer Journey MappingTools23 TOOLS Prime features: Text Here Price: Text Here Prime features: Text Here Price: Text Here Prime features: Text Here Price: Text Here Prime features: Text Here Price: Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 24. Customer Satisfaction Metrics24 15min 24 hours 4 min 12 Average Reply Time Replies Per Ticket Average First Reply Time Average Handle Time This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 25. Customer Journey AnalysisIcons slide25 Q A
- 26. 26 Let’s Have aBreak, We'll Come Back After 15 Minutes This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Coffee Break
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- 28. Column Chart28 This graph/chartis linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. 20 32 23 14 65 40 25 18 0 10 20 30 40 50 60 70 80 90 100 2016 2017 2018 2019 ExpenditureIn($Billions) YEARS Product01 Product02
- 29. 29 Our Mission 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.
- 30. Our Team30 Julie Max Manager Thisslide is 100% editable. Adapt it to your needs and capture your audience's attention. John Hill CEO This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Lilly William Designer This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 31. Comparison31 36% Google Plus This slideis 100% editable. Adapt it to your needs and capture your audience's attention. 53% Twitter This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 80% Facebook This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 32. 32 About Us 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.
- 33. Financial33 $659 This slide is100% editable. Adapt it to your needs and capture your audience's attention. $455 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. $360 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 34. 34 Quotes “The value ofan IDEA LIES IN the using of it.” ~ Thomas Edison
- 35. END START 2017 This slide is100% editable. Adapt it to your needs and capture your audience's attention. Text Here 2019 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 2018 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here Timeline35
- 36. 36 Contact Number 0123456789 Email Address Emailaddress123@gmail.com Address #street number, city, state Thank You