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1. Shopper
Journey
Mapping
Your Company Name

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
Customer Journey Mapping Outline2

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
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3

4. Objectives, Needs, Feelings & Barriers of Customer Journey Mapping
Objectives
Trigger
a Need
Understand
the Need
Provide
Solutions
Act
Needs
▪ Remind or trigger a need
▪ Recognize I have a problem
▪ Address a pain point
▪ I don’t know what I don’t
know
▪ Draw me a scenario
▪ I have questions
▪ Deal with the immediate need
▪ Be relevant
▪ Personalize
▪ Partnership
▪ Privacy / Trust
▪ Clarify
▪ Validate
▪ Satisfaction
▪ Reality
Feelings
▪ Anxious
▪ Defensive
▪ Distracted
▪ Hopeful
▪ Ambivalent
▪ Curious
▪ Guarded
▪ Open
▪ Interested
▪ Frustrated
▪ Excited
▪ Feel good
▪ Resolved
▪ Loyal
▪ Confident
Barriers
Relevance, Trust, Fear,
Acknowledgement, time,
Convenience, Distraction
Style, Approach, Language,
Expectations, time,
Knowledge of Client
Literacy, risk tolerance,
Convenience, time, Commitment
4
Attract Interact Engage Convert

5. 5
Key Statistics of
Customer Mapping
Journey
46%
Of companies have a
process to map
customer journeys
76%
Of senior level
marketers say it’s critical
or very important to
create a cohesive
customer journey
63%
Of customers have
switched providers in the
past year due to poor
customer service
$1.2
Trillion the estimated
cost in the U.S of
customers switching due
to poor service
5 to 8
Average number of
touches it takes to
create a viable
sale lead

6. Elements of Customer Journey Mapping
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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

7. Customer Journey
Mapping Steps
7
▪ Identify your map’s scope & scale
& your mapping method & team
Planning
▪ Create a framework
▪ Synch metrics, customer data &
collateral with touch points
Map Creation
▪ Collaborate with the mapping team &
analyze map
▪ Score, rank & prioritize opportunities
Identify & Analyze key
findings & Actionable Insights
▪ Schedule & conduct any new
customer research/ interviews
Data Gathering
▪ Your Text Here
▪ Your Text Here
Investigate Issue
& Opportunities
▪ Develop recommendations 7
create roadmap for change
Present your findings & plan
for continuous Improvement

8. Information Required in each Stage of Customer Journey8
Loyalty
Pre - Trigger
Trigger
Consideration
Purchase
Experience
Define
Refine
Purchase
▪ Preventative information
▪ Seasonal content
▪ Complimentary product
▪ New savings
▪ Exclusive access
▪ 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
InformationNeeds

9. Information Required in each Stage of Customer Journey9
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
InformationNeeds
Define Refine Purchase

10. Customer Mapping Journey Cycle10
▪ Searches Internet
Need Generation
▪ First Interaction
▪ Subsequent Interactions
Engagement
▪ Signs contract
▪ Final presentation
Moment of Purchase
▪ Proactive Maintenance
▪ Follow up on trouble ticket
Usage
▪ Calls contact center
Initial Consideration
▪ Studies Proposal
Evaluation
▪ Training
▪ Testing
▪ Invoice raise
Delivery/ Installation
After
Loyalty
Curve
Before
During
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11. 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
Customer Journey Analysis at each Stage11

12. Customer Journey Layers12
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5 7 13 9 4
10 22 43 23 15
Awareness Consideration Acquisition Service Loyalty
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Customer Journey
Steps
Customer Journey
Stages
Customer Journey
Touchpoints
Customer Journey
Departments

13. Channels in each Stage of Journey13
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Online Ads
Email
PPC
Social Ads
Reviews
Blog
Media
Website
Community Forum
Blog
Social Networks
Newsletter
PromotionsFAQ Knowledge
Base
Store
Ecommerce
Direct Mail
Email
Word of
Mouth
Radio TV Print
PR
Awareness Consideration Purchase Retention Advocacy

14. 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
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
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Customer Journey Map Table14

15. Elements of Customer Journey
Aware Query/ PoS Pricing Purchase
Post Sales
Support
Complaint Upgrade Renew
Website
Phone
Face to
face
Word of
mouth
Email
Post
Customer Journey Across Various Touchpoints15 CustomerJourneyTouchpoints

16. 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
Customer Journey Mapping Template 116

17. Customer Journey Mapping Template 217
Explore
Showing different prices
Promotion items on website
Shop
Size availability
Mobile purchased
using promotion
Buy
Long wait at cash register
Recognised for loyalty
Try
Cant provide feedback
Touch screen advantage
Use & Share
Complains on Facebook
Tags store in Pinterest

18. Qualitative research approaches
like contextual inquiry,
ethnographic research,
Leveraging voice of the customer
(VOC) data from call centers and
verbatims from customer
satisfaction surveys are especially
effective at capturing customers’
actual behavior and their
emotions
Capturing Customer Perception based on their Experience18
Terrible
Poor
Generic
Exceptional
Experience
Good
SP - 1 SP - 2 SP - 3 SP - 4
SP - 1 SP - 2 SP - 3 SP - 4
Stress
Points
Research Comparison Purchase Support
Product 01
Product 02
Product 03
Product 04

19. Illustrating Customers Journey
Across Multiple Touchpoints
19
FY' 15 FY' 16 FY' 17 FY' 18
Negative
Neutral
Positive
Customer Experience Expectations & Perception Map
Your Text
Goes Here
Your Text
Goes Here
Your Text
Goes Here
Your Text
Goes Here
Your Text
Goes Here
Your Text
Goes Here
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Goes Here
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Goes HereYour Text
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Your Text
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See potential gaps in their
customer’s experience between
touchpoints
Assess the impact of these gaps
Provide insights into how to
optimally orchestrate the
customer experience across
touchpoints to drive business
value.

20. Incorporate Performance Indicators20
Exceeds Meets Below
33% 33%
50%
Expectation Ratings
Feeling
EXCITED about regional airline with
great options & prices
CONFIDENT about trying Little wing
IMPRESSED
UNSURE
APPREHENSIVE about trying new airline
know nothing about

21. Optimize Stakeholders’ Understanding, Engagement, and
Decision – making Based on the Journey Map Story
21
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
Feeling
Opportunities

22. Customer Journey Detailed Process22
Choice
▪ Customer given
choice of key pay
(IVR) payment or
agent assisted service
Select
Convenience
▪ Single phone number
to interact with the
whole pf organisation
▪ Calls answered by
agents within
30seconds.
Attract
& Welcome
Better Queuing
▪ Update on wait
time throughout
with call back
option repeated
Wait
Feedback
▪ Intuitive & simple
feedback.
▪ Customer thanked at
time of service
completion
Feedback
& Exit
Education
▪ Informed of other
service offerings
▪ Offer to complete
transactions
Wrap-Up
Range of
Transactions
▪ Simple & easy
payment gateway
Serve
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23. Customer Journey Map Example Slide23
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
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24. Customer Journey Mapping Tools24
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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25. Customer Satisfaction Metrics25
24 hours
124 min
15 min
Average First
Reply Time
Average
Handle Time
Average
Reply Time
Replies
Per Ticket
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26. Coffee
Break
Presentation Continues
In 15 Minutes
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26

27. Shopper Journey Mapping Icons Slide27

28. 28
Charts &
Graphs

29. 29
40%
25%
35%
Product 01
Product 02
Product 03
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
DonutPieChart

30. Clustered Bar30
85
65
92
95
52
47
40
25
70
30
70
80
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 01
Product 02
Product 03

31. 31
Additional
Slides

32. Our
Mission
32
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33. Our Team33
Name Here
Designation
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Name Here
Designation
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Name Here
Designation
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34. Our Goal
34
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audience's attention.
Awareness
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audience's attention.
Quality
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audience's attention.
Success

35. Idea
Generation
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and capture your audience's attention.
35

36. Thank You
36
Address
# street number, city, state
Contact Number
0123456789
Email Address
emailaddress123@gmail.com