1. Customer
Journey
Analysis
Your Company Name

2. 2 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
CustomerJourney
MappingOutline
2

3. 3 Understanding Customer Mapping 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 have a 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 of Customer 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 Journey Mapping 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 in Each 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 Mapping Journey 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 Journey Analysis 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 Journey Layers
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
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Customer Journey
Departments
Text Here
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5 7 13 9 4
10 22 43 23 15

12. 12 Channels in Each 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 Journey Map 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 Journey Mapping 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 Journey Mapping 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 Perception based 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 Journey Across 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 Performance Indicators
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 Journey Detailed 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 Journey Map 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 Journey Mapping 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 Satisfaction Metrics
Average First Reply Time
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Average Reply Time
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Average Handle Time
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audience's attention.
Replies Per Ticket
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audience's attention.
24 Hours15 Min
124 Min
Customer
Satisfaction

24. 24 Icons Slide

25. Coffee Break
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replace this with any other icon from the www.slideteam.net icons section.
We’ll Come Back After 15 Minutes
25

26. Additional
Slides
26

27. 27 Line Chart
5
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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
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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
Target Audiences
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Preferred by Many
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and capture your audience's attention.
Values Client
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30. 30 Quotes
Quotes
It’s not just 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
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$225
Million
$459
Million
$554
Million
$345
Million

32. 32 Comparison
32
80%
Male
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your audience's attention.
60%
Female
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your audience's attention.
VS

33. 33 Venn
33
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audience's attention.
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0201
03

34. 34 Puzzle
04
03
05
0201
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audience's attention.
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audience's attention.

35. 35 Dashboard
0
25
50
75
100 0
25
50
75
100
25% Low
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and capture your audience's attention.
75% High
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36. Thank You
Address
# street number, city, state
Email Address
emailaddress123@gmail.com
Contact Numbers
0123456789
36