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Customer Journey Maps Exercise

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STC-Philadelphia Metro Chapter
STC-Philadelphia Metro Chapter

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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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  • 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