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Customer Journey Analysis PowerPoint Presentation Slides
El análisis del recorrido del cliente se centra en entender las etapas y elementos clave desde la atracción hasta la lealtad, mapeando las necesidades, sentimientos y barreras del cliente en cada fase. Incluye estadísticas que subrayan la importancia de un viaje cohesivo para la satisfacción del cliente y la conversión de leads. Se presentan pasos, herramientas y plantillas para optimizar la comprensión y toma de decisiones de los interesados en la experiencia del cliente.
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Customer Journey Analysis PowerPoint Presentation Slides
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- 2. 2 Understanding Customer MappingPurpose 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 CustomerJourney MappingOutline 2
- 3. 3 Understanding CustomerMapping Purpose Project Scoping Meeting Purpose: Review relevant research branding & company promises. Jointly define the scope & success. Create the Company View Purpose: Build a map of the company perspective of the customer journey to guide customer interviews. 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. 4 Objectives, Needs, Feelings& Barriers of Customer Journey Mapping Objectives Attract Interact Engage Convert Trigger a Need Understand the Need Provide Solutions Act Needs o Remind or trigger a need o Recognize I have a problem o Address a pain point o I don’t know what I don’t know o Draw me a scenario o I have questions o Deal with the immediate need o Be relevant o Personalize o Partnership o Privacy / Trust o Clarify o Validate o Satisfaction o Reality Feelings o Anxious o Defensive o Distracted o Hopeful o Ambivalent o Curious o Guarded o Open o Interested o Frustrated o Excited o Feel good o Resolved o Loyal o Confident Barriers Relevance, Trust, Fear, Acknowledgement, time, Convenience, Distraction Style, Approach, Language, Expectations, time, Knowledge of Client Literacy, risk tolerance, Convenience, time, Commitment
- 5. 5 Of companies havea process to map customer journeys.46% Of senior level marketers say it’s critical or very important to create a cohesive customer journey.76% Of customers have switched providers in the past year due to poor customer service.63% Trillion the estimated cost in the U.S of customers switching due to poor service.$1.2 Average number of touches it takes to create a viable sale lead.5 to 8 Key Statistics of Customer Mapping Journey
- 6. 6 Elements ofCustomer Journey Mapping Your Customer What steps do your customers take to meet their needs? Actions How do customers perceive & evaluate their experience? What do they expect? Thoughts What emotions do your customers show in their customer journey? Where do the heights & lows occur? Feelings Quantitative & Quantitative Research Key Findings & Actionable insights Touch points, Channels & lifecycle stages
- 7. 7 Customer JourneyMapping Steps o Identify your map’s scope & scale & your mapping method & team Planning o Schedule & conduct any new customer research/ interviews Data Gathering o Create a framework o Synch metrics, customer data & collateral with touch points Map Creation o Collaborate with the mapping team & analyze map o Score, rank & prioritize opportunities Identify & Analyze key findings & Actionable Insights o Develop recommendations 7 create roadmap for change Present your findings & plan for continuous Improvement o Your text here o Your text here Investigate Issue & Opportunities
- 8. 8 Information Required inEach Stage of Customer Journey Pre - Trigger Trigger Consideration Purchase Experience Loyalty Define Refine Purchase InformationNeeds 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
- 9. 9 Customer MappingJourney Cycle Usage o Proactive Maintenance o Follow up on trouble ticket Delivery/ Installation o Training o Testing o Invoice raise Moment of Purchase o Signs contract o Final presentation Engagement o First Interaction o Subsequent Interactions Evaluation o Studies Proposal Need Generation o Searches Internet Initial Consideration o Calls contact center Before During After
- 10. 10 Customer JourneyAnalysis at Each Stage 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 o Facebook o Instagram Pinterest o Google o Direct o Email o Google o Direct o Email o Facebook group Pages /Home /Blogs/ Motivation /Blogs/ fitness – research /Blogs/ Workout – E-book /Home /Products/ Shorts /Products/ sizing – chart /Cart /Checkout /Blogs/ fitness – research /Product/ rings /Products/ Kettlebells /Blogs/fitness - Challenge
- 11. 11 Customer JourneyLayers Customer Journey Stages Awareness Consideration Acquisition Service Loyalty 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 Customer Journey Touchpoints 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 Customer Journey Departments Text Here Text Here Text Here Text Here Text Here Text Here Text Here Text Here 5 7 13 9 4 10 22 43 23 15
- 12. 12 Channels inEach Stage of Journey Word of Mouth Radio TV Print PR Online Ads Email PPC Social Ads Reviews Blog Media Store Ecommerce Direct Mail Email Website Community Forum Blog Social Networks Newsletter PromotionsFAQ Knowledge Base Awareness Consideration Purchase Retention Advocacy
- 13. 13 Customer JourneyMap Table Stages Research Evaluate & Compare Commit Use & Monitor Refine & Review Goal 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
- 14. 14 Customer JourneyMapping Template 1 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 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
- 15. 15 Customer JourneyMapping Template 2 Shop Size availability Mobile purchased using promotion Explore Showing different prices Promotion items on website Buy Long wait at cash register Recognised for loyalty Use & Share Complains on Facebook Tags store in Pinterest Try Cant provide feedback Touch screen advantage
- 16. 16 Capturing Customer Perceptionbased on their Experience Research Comparison Purchase Support Product 01 Product 02 Product 03 Product 04 SP - 1 SP - 2 SP - 3 SP - 4 Terrible Experience Poor Experience Generic Experience Exceptional Experience Good Experience Stress Points SP - 1 SP - 2 SP - 3 SP - 4
- 17. 17 Illustrating Customers JourneyAcross Multiple Touchpoints FY' 16 FY' 17 FY' 18 FY' 19 Positive Neutral Negative 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 Customer Experience Expectations & Perception Map
- 18. 18 Incorporate PerformanceIndicators Feeling EXCITED about regional airline with great options & prices CONFIDENT about trying Little wing IMPRESSED UNSURE APPREHENSIVE about trying new airline know nothing about Expectation Ratings 33% 33% 50% Below Exceeds Meets
- 19. 19 Optimize Stakeholders’ Understanding,Engagement, & Decision-Making Based on the Journey Map Story 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 Your Text Here Your Text Here Your Text Here Your Text Here Feeling 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
- 20. 20 Customer JourneyDetailed Process Attract & Welcome Convenience o Single phone number to interact with the whole pf organisation. o Calls answered by agents within 30seconds. Wait Better Queuing o Update on wait time throughout with call back option repeated. Wrap-Up Education o Informed of other service offerings. o Offer to complete transactions. Select Choice o Customer given choice of key pay (IVR) payment or agent assisted service. Serve Range of Transactions o Simple & easy payment gateway. Feedback o Intuitive & simple feedback. o Customer thanked at time of service completion. Feedback & Exit
- 21. 21 Customer JourneyMap Example Slide Navigate Website Visit FAQ Section Submit a Request Follow up from Customer Service Resolution Customer Process o Arrive at website o Navigate for help section o Look for relevant section & answers o Search contact numbers o Find query form o Submit Query o Wait for call back o Can it be dealt or referred ? o 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
- 22. 22 Customer JourneyMapping Tools 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
- 23. 23 Customer SatisfactionMetrics Average First Reply Time This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Average Reply Time This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Average Handle Time This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Replies Per Ticket This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 24 Hours15 Min 124 Min Customer Satisfaction
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- 25. Coffee Break This iconis for display purposes only and is completely editable. You can replace this with any other icon from the www.slideteam.net icons section. We’ll Come Back After 15 Minutes 25
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- 27. 27 Line Chart 5 20 109 35 15 30 30 56 0 10 20 30 40 50 60 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% Inmillions Percentage Product01 Product02 Product03 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
- 28. 28 Combo Chart 4.24 5 5 7 8 7 9 0 1 2 3 4 5 6 7 8 9 10 $0 $10 $20 $30 $40 $50 $60 $70 $80 $90 $100 2017 2018 2019 2020 2021 2022 2023 2024 Salesinpercentage InPrice In Years This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product01 Product02 Product03
- 29. 29 About Us About Us TargetAudiences 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. Values Client This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 30. 30 Quotes Quotes It’s notjust about being better. It’s about being different. You need to give people a reason to choose your business. - Tom Abbott
- 31. 31 Financial 31 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. $225 Million $459 Million $554 Million $345 Million
- 32. 32 Comparison 32 80% Male This slideis 100% editable. Adapt it to your needs & capture your audience's attention. 60% Female This slide is 100% editable. Adapt it to your needs & capture your audience's attention. VS
- 33. 33 Venn 33 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. 0201 03
- 34. 34 Puzzle 04 03 05 0201 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.
- 35. 35 Dashboard 0 25 50 75 100 0 25 50 75 100 25%Low This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 75% High This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 36. Thank You Address # streetnumber, city, state Email Address emailaddress123@gmail.com Contact Numbers 0123456789 36