“You can download this product from SlideTeam.net” Showcase the complete experiences that customers go through when interacting with your company and brand by using this customer journey analysis PowerPoint presentation slides. This professional and visually designed customer mapping PPT deck contains 34 content ready slides. All slides are totally customizable, and users can edit as per their requirements and needs. Users can change the colors, diagrams, fonts, text as needed. This customer experience analysis PPT theme consists of different slides like understanding customer mapping purpose, objectives, needs, feelings and barriers of customer journey mapping, key statistics of customer journey mapping, elements of customer journey mapping, customer journey mapping steps, information required in each stage of the customer journey, customer mapping journey cycle, customer journey analysis at each stage, customer journey layers, channels in each stage of the journey, customer journey map table. etc. Download this ready to use customer experience analysis PPT template now. Guide them in finding a calling with our Customer Journey Powerpoint Presentation Slides. Help them figure out the best career to follow. https://bit.ly/3iucBdX

1. 1
Customer
Journey
Your Company Name

2. Customer Journey Mapping Outline
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

3. Understanding Customer Mapping Purpose
3
Purpose:
Review relevant
research branding
& company
promises. Jointly
define the scope &
success.
Purpose:
Build a map of the
company
perspective of the
customer journey to
guide customer
interviews
Purpose:
Understand from
multiple approaches
the experience a
customer has with
your company
Purpose:
Establish a common
understanding of the
current journey & ID
key insights for
creating anew
journey
Purpose:
Use new learnings
to create near term
& longer term
solutions
Project Scoping
Meeting
Create the
Company View
Customer Listening
& Learning
Review Current
State
Ideate Future
State
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4. Objectives, Needs, Feelings & Barriers of Customer Journey Mapping
4
Objectives
Needs
Feelings
Barriers
Trigger a need
› Remind or trigger a need
› Recognize I have a problem
› Address a pain point
› Anxious
› Defensive
› Distracted
› Hopeful
Understand the need
› I don’t know what I don’t know
› Draw me a scenario
› I have questions
› Ambivalent
› Curious
› Guarded
› Open
Provide Solutions
› Deal with the immediate need
› Be relevant
› Personalize
› Partnership
› Privacy / Trust
› Interested
› Frustrated
› Excited
› Feel good
Act
› Clarify
› Validate
› Satisfaction
› Reality
› Resolved
› Loyal
› Confident
Relevance, Trust, Fear,
Acknowledgement, time,
Convenience, Distraction
Style, Approach, Language,
Expectations, time,
Knowledge of Client
Literacy, risk tolerance,
Convenience, time,
Commitment
Attract Interact Engage Convert

5. Key Statistics of Customer Mapping Journey
5
Of companies have
a process to map
customer journeys
Of senior level
marketers say it’s
critical or very
important to
create a cohesive
customer journey
Of customers have
switched providers in
the past year due to
poor customer
service
Trillion the estimated
cost in the U.S of
customers switching
due to poor service
Average number
of touches it takes
to create a viable
sale lead

6. Elements of Customer Journey mapping
6
Feelings
What emotions do your customers
show in their customer journey? Where
do the hights & lows occur?
Thoughts
How do customers perceive & evaluate their
experience? What do they expect?
Actions
What steps do your customers take
to meet their needs? Quantitative & Quantitative Research
Key Findings & Actionable insights
Touch points, Channels & lifecycle
stages
Your
CUSTOMERS
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7. Customer Journey Mapping Steps
7
Planning
› Identify your map’s scope & scale &
your mapping method & team
Data Gathering
› Schedule & conduct any new
customer research/ interviews
Map Creation
› Create a framework
› Synch metrics, customer data &
collateral with touch points
Identify & Analyze key findings & Actionable
Insights
› Collaborate with the mapping team & analyze map
› Score, rank & prioritize opportunities
Present your findings & plan for
continuous Improvement
› Develop recommendations 7 create
roadmap for change
Investigate Issue & Opportunities
› Your text here
› Your text here

8. Information Required in each stage of Customer Journey
8
Pre - Trigger Trigger Consideration Purchase Experience Loyalty
› 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
Information
Needs
Define Refine Purchase

9. Customer Mapping Journey Cycle
9
Need Generation
› Searches Internet
Initial Consideration
› Calls contact center
Engagement
› First Interaction
› Subsequent Interactions
Evaluation
› Studies Proposal
Moment of Purchase
› Signs contract
› Final presentation
Delivery/ Installation
› Training
› Testing
› Invoice raise
Usage
› Proactive Maintenance
› Follow up on trouble ticket
After
Before
Loyalty
Curve
During

10. Customer Journey Analysis at each stage
10
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
› Facebook
› Instagram Pinterest
› Google
› Direct
› Email
› Google
› Direct
› Email
› Facebook group
Pages
/Home
/Blogs/ Motivation
/Blogs/ fitness – research
/Blogs/ Workout - ebook
/Home
/Products/ Shorts
/Products/ sizing – chart
/Cart
/Checkout
/Blogs/ fitness – research
/Product/ rings
/Products/ Kettleblls
/Blogs/fitness - Challenge

11. Customer Journey Layers
11
Customer Journey
Steps
Customer Journey
Stages
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5 7 13 9 4
Awareness Consideration Acquisition Service Loyalty
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10 22 43 23 15
Customer Journey
Touchpoints
Customer Journey
Departments

12. Channels in each stage of Journey
12
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Online Ads
Email
PPC
Social Ads
Reviews
Blog
Media
Website
Community Forum
Blog
Social Networks
Newsletter
Promotions
FAQ
Knowledge
Base
Store
Ecommerce
Direct Mail
Email
Word of
Mouth
Radio TV Print
PR
Awareness Consideration Purchase Retention Advocacy

13. Customer Journey Map Table
13
Stages Research
Evaluate &
Compare
Commit
Use &
Monitor
Refine &
Review
Goals
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
Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here
Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here
Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here
Opportunities
Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here
Enter your text here Enter your text here Enter your text here Enter your text here Enter your text here

14. Customer Journey Across Various Touchpoints
14
Aware Query/ PoS Pricing Purchase
Post Sales
Support
Complaint Upgrade Renew
Website
Phone
Face to
face
Word of
mouth
Email
Post
Elements of Customer Journey
Customer
Journey
Touchpoints

15. Customer Journey Mapping Template 1
15
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

16. Customer Journey Mapping Template 2
16
Shop
Mobile purchased
using promotion
Size availability
Explore
Promotion items on website
Showing different prices
Buy
Recognised for loyalty
Long wait at cash register
Use & Share
Tags store in Pinterest
Complains on Facebook
Try
Touch screen advantage
Cant provide feedback

17. Research Comparison Purchase Support
Product 01
Product 02
Product 03
Product 04
Capturing Customer Perception based on their Experience
17
SP - 1 SP - 2 SP - 3 SP - 4
Stress
Points
SP - 1 SP - 2 SP - 3 SP - 4
Terrible
Experience
Poor
Experience
Generic
Experience
Exceptional
Experience
Good
Experience
Qualitativ
context
research
customer (
and ve
satisfact
effective at
behav

18. Illustrating Customers Journey Across Multiple Touchpoints
18
Customer Experience Expectations & Perception Map
FY' 15 FY' 16 FY' 17 FY' 18
Positive Neutral Negative
Your Text
Goes Here
Your Text
Goes Here
Your Text
Goes Here
Your Text
Goes Here
Your Text
Goes Here
Your Text
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Your Text
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See
custom
Assess
Provi
optimally
experien
dr

19. Incorporate Performance Indicators
19
Exceeds Meets Below
Expectation Ratings
EXCITED about regional airline
with great options & prices
CONFIDENT about trying Little
wing IMPRESSED
UNSURE
APPREHENSIVE about trying new
airline know nothing about
Feeling
33% 33%
50%

20. Optimize Stakeholders’ Understanding, Engagement, and Decision-making Based on the Journey Map Story
20
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

21. Customer Journey Detailed Process
21
Select
Attract
& Welcome
Wait Feedback
& Exit
Wrap-Up
Serve
Convenience
› Single phone number
to interact with the
whole pf organisation
› Calls answered by
agents within
30seconds.
Choice
› Customer given
choice of key pay
(IVR) payment or
agent assisted service
Better Queuing
› Update on wait
time throughout
with call back
option repeated
Range of
Transactions
› Simple & easy
payment gateway
Education
› Informed of other
service offerings
› Offer to complete
transactions
Feedback
› Intuitive & simple
feedback.
› Customer thanked at
time of service
completion
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22. Customer Journey Map Example Slide
22
Navigate Website Visit FAQ Section Submit a Request Follow up from
Customer Service
Resolution
Customer Process
› Arrive at website
› Navigate for help
section
› Look for relevant
section & answers
› Search contact numbers
› Find query form
› Submit Query
› Wait for call back
› Can it be dealt or
referred ?
› 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

23. Customer Journey Mapping Tools
23
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
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24. Customer Satisfaction Metrics
24
24 hours
12
4 min
15 min
Average First
Reply Time
Average
Handle Time
Average
Reply Time
Replies
Per Ticket
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25. 25
Coffee Break
We will be back in 15 minutes

26. 26
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Graphs &
Charts

27. Clustered Bar
27
15
25
50
45
52
47
40
25
75
30
70
97
0 10 20 30 40 50 60 70 80 90 100
Q1
Q2
Q3
Q4
Unit Count
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
Product 1 Product 2 Product 3

28. Area Chart
28
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
Product 1
Product 2
Product 3
90
80
70
75
80
60
55
58
40
50
25
20
80
70
65
40
45
38
48
50
30
20
10
5
70
55
50
25
30
22
37
29
20
15
3
1
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Dec
Nov
Oct
Sep
Aug
Jul
Jun
May
Apr
Mar
Feb
Jan
2018

29. 29
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Additional
Slides

30. Name Here
Designation
Name Here
Designation
Name Here
Designation
Name Here
Designation
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Our Team

31. 31
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Vision
Mission
Value
Our
Mission

32. Mind Map
32
Text Here
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Text Here
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Text Here
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audience's attention.

33. Idea Generation
33
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audience's attention.
Idea
01 02
03
04

34. 34
Thank You
Contact Numbers
0123456789
Address
# street number, city, state
Email Address
Emailaddress123@gmail.com