customer journey mapping - hunter hastings · customer journey mapping (3/3) using the rail europe...
TRANSCRIPT
!"#$#%&'(
Hunter Hastings)*+,$')-#,"+(#%.&!
CUSTOMER JOURNEY MAPPINGusing the Rail Europe Experience Map as an example
GUIDING PRINCPLES/$&01$2.)&&#$2'-"12,'-3$124$.-*#$",2"#2.&+3$+"$+,52$-#652-+7281$9"41$%
:-"124&&;"+(2"#2&+162&+$20-',2&80$&01$<#21-'($'2,'-3$120'&.$##%
/$&01$24*"172,)$"'2,'-3$1201-+#&3$'2,"!$%
/$&01$23-1*$2#$'3".$2,)-,2"#2'$#0$.,8*152$=$.,"3$2-+720$'#&+-1%
CUSTOMER JOURNEY (1/3)
OPPORTUNIUTIES AT THIS STAGE
!"#$#%&'(
Hunter Hastings)*+,$')-#,"+(#%.&!
CUSTOMER JOURNEY MAPPING (2/3)using the Rail Europe Experience Map as an example
CUSTOMER JOURNEY (2/3)
OPPORTUNIUTIES AT THIS STAGE
!"#$#%&'(
Hunter Hastings)*+,$')-#,"+(#%.&!
CUSTOMER JOURNEY MAPPING (3/3)using the Rail Europe Experience Map as an example
CUSTOMER JOURNEY (3/3)
OPPORTUNIUTIES AT THIS STAGE