Journey Mapping To Customer Experience Success

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Post on 13-Dec-2014

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A Journey Mapping presentation from Competitive ADDvantage describing the key stages in creating a journey map to creating great customer experiences.

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<ul><li> 1. competitive ADDvantage dare to be different JourneyMapping to CustomerExperience Success Competitive ADDvantage - Dare to be different </li> <li> 2. Howdoesthecustomerexperienceyou delivermeasureup? Whendidyoulastmeasureit? Whendidyoulastaskacustomer? Whatdoyourcompetitorsdo? Whatdoyourcustomerssayabout them? Competitive ADDvantage - Dare to be different </li> <li> 3. Howwedifferentiate theServiceandExperience.By.. Identifyingthekeystakeholdersandachievecrossfunctionalbuyin Agreeingbusinessprioritises&amp;guidingprinciplesforthefocusofanyplan DefiningthecriticalMomentsofTruth CreatingaMultiLayeredJourneyMaptoestablish; CriticalMomentsofTruth ThecurrentCustomerExperience ProcessMappingforeaseandefficiency MeasuringtheExperiencetoestablish howwellitsdelivered Analysingthejourneymapfindings Agreeingandimplementationofanynewapproach Competitive ADDvantage - Dare to be different </li> <li> 4. TheToolsweusetodifferentiatetheServiceandExperience CreatingaMultiLayeredJourneyMap willhelptoestablish; Priorities&amp;GuidingPrinciples MomentsofTruth CustomerExperience ProcessMapping MeasuringtheExperience Competitive ADDvantage - Dare to be different </li> <li> 5. Movingforward.. JourneyMappingisakeytooltoenableanorganisationtotakea trulycustomerfocusedapproachtoimprovingtheirservices; PUTTINGCUSTOMERSREALLYATTHEHEARTOFALLTHEYDO JourneyMappingcandeliverabettercustomerexperience Theycanhelpyoubringaboutgreaterefficiencies. Moresatisfiedcustomersarecheapertoserveand easiertodealwith. Goodcustomerunderstandingisalsogoodbusiness. Competitive ADDvantage - Dare to be different </li> <li> 6. ExampleofwhatCustomerJourneyMapsuncover CustomerMeeting Store1 High 5 4 3 Levelof 2 The Interest 1 Interest 0 Gap Low Sales Adviser Customer Competitive ADDvantage - Dare to be different </li> <li> 7. ExampleofwhatCustomerJourneyMapsuncover CustomerMeeting Store2 High 6 No 5 Interest 4 Gap! Levelof 3 Interest 2 1 0 Low Sales Adviser Customer Competitive ADDvantage - Dare to be different </li> <li> 8. Solution?... TominimiseanypotentialInterestGapthatmightarise ASKAPPROPRIATEQUESTIONSEARLYINTHESALESMEETING whathasmadeyouwanttochangeyour? wherehaveyoulookedsofar? Sowhathavetheothercosadvised? whatwouldyouliketoachievefrommetoday? Competitive ADDvantage - Dare to be different </li> <li> 9. Competitive ADDvantage ...daring to be different Wanttoknowmore? Call: kelvinon:+44[0]7808062009or mikeon:+44[0]7595496847 Emailat: kelvin@competitiveaddvantage.co.uk mike@competitiveaddvantage.co.uk Visitusat: www.competitiveaddvantage.co.uk Competitive ADDvantage - Dare to be different </li> </ul>