journey mapping to customer experience success
DESCRIPTION
A Journey Mapping presentation from Competitive ADDvantage describing the key stages in creating a journey map to creating great customer experiences.TRANSCRIPT
Competitive ADDvantage - Dare to be different
competitive ADDvantage
‘dare to be different’
Journey Mappingto
Customer Experience Success
Competitive ADDvantage - Dare to be different
When did you last measure it?
When did you last ask a customer?
What do your competitors do?
What do your customers say about them?
How does the customer ‘experience’ you deliver measure up?
Competitive ADDvantage - Dare to be different
Identifying the key stakeholders and achieve cross functional ‘buy‐in’
Agreeing business prioritises & guiding principles for the focus of any plan
Defining the critical ‘Moments of Truth’
Creating a Multi‐Layered Journey Map to establish;• Critical ‘Moments of Truth’• The current Customer Experience• Process Mapping for ease and efficiency• Measuring the Experience to establish how well its delivered
Analysing the journey map findings
Agreeing and implementation of any new approach
How we differentiate the Service and Experience. By..
Competitive ADDvantage - Dare to be different
Creating a Multi‐Layered Journey Map will help to establish;
• Priorities & Guiding Principles
• ‘Moments of Truth’
• Customer Experience
• Process Mapping
• Measuring the Experience
The Tools we use to differentiate the Service and Experience
Competitive ADDvantage - Dare to be different
Journey Mapping is a key tool to enable an organisation to take a truly customer focused approach to improving their services;
PUTTING CUSTOMERS REALLY AT THE HEART OF ALL THEY DO
• Journey Mapping can deliver a better customer experience
• They can help you bring about greater efficiencies.
• More satisfied customers are cheaper to serve and easier to deal with.
• Good customer understanding is also good business.
Moving forward..
Competitive ADDvantage - Dare to be different
Example of what Customer Journey Maps uncover…
012345
Sales AdviserCustomer
High
Level of Interest
Low
The Interest Gap
Customer Meeting – Store 1
Competitive ADDvantage - Dare to be different
Example of what Customer Journey Maps uncover…
0123456
Sales AdviserCustomer
High
Level of Interest
Low
No Interest Gap!
Customer Meeting ‐ Store 2
Competitive ADDvantage - Dare to be different
To minimise any potential ‘Interest Gap’ that might arise
ASK APPROPRIATE QUESTIONS EARLY IN THE SALES MEETING
• “what has made you want to change your……?”
• “where have you looked so far?”
• “So what have the other co’s advised?”
• “what would you like to achieve from me today?”
Solution?...
Competitive ADDvantage - Dare to be different
Competitive ADDvantage...‘daring to be different’
Want to know more?
Call :kelvin on: +44[0]7808 062009 ormike on: +44[0]7595 496847
Email at: [email protected]@competitiveaddvantage.co.uk
Visit us at: www.competitiveaddvantage.co.uk