This week I want to share with you not only the value of mapping your customer's journey but even more importantly, share with you over 100 workshop slides for “Building a Competitive Customer Journey”. It’s a step-by-step guide on how to build a Customer Journey and enable you to run your own Customer Journey Workshops for your teams. Over 100 slides are ready to go and be used to help build your own internal teams capability.
Read on if you find yourself facing these problems:
1. No visibility into how your customers feel and behave when they are interacting with your product/service2. Inability to identify what customers care about most when experiencing your product/service
3. No visibility to how your customers are interacting with your product/service offering across different channels and contexts
4. Multiple channels and functions of the organisation make it incredibly difficult to provide a consistent and great customer experience each and every time
5. When everything seems like a priority, it is a challenging task to filter out which customer experience initiatives are nice-to-haves and which ones are packed with customer and business impact
Four Killer Reasons to Build a Competitive Customer Journey
It gives you the customer point of view Customers go through more stages than just buying and using a product/service. The customer journey maps allow you to visualise the different complexities and nuances of their experience and demonstrates what the customer is thinking, wanting and doing as they engage with your product/service. With key interactions mapped across time, you will gain real insight into the journeys your customers take with you.It reveals the truth The customer journey map is based on the evidence of real research and raw customer opinion providing you with the freedom to explore new “truths” about your customers. To be able to provide a great customer experience, you cannot shy away from what is REALLY happening in your customers’ journey with you, the customer journey map helps you do just that.
It identifies obstacles, which are opportunities The customer journey map reveals key customer pain points and negative moments of truth where process, system and service failures are revealed. This allows for the identification of the broken parts of the customer journey that requires urgent attention, also allowing you to visualise how large of an impact this will have on your customers’ journey if this problem was fixed.
It allows you to empathise with your customers
Customer feelings, motivations, wants and needs sits at the heart of all customer journey maps. By visualising the emotive side of your customer's journey, the customer journey map encourages people across the organisation to consider and empathise with the customers’ feelings, questions and needs.
What Detailed Outcomes Will I Receive From Building A Competitive Customer Journey?
You understand what your customers truly want when they engage and interact with you
Demonstrate how your customers feel and behave when interacting with your product/service
Identify the “job” which your customers “hire” your product/service for - giving you insight into why exactly they need your product/service
Determine the problem and opportunity areas to improve the customer experience in the short and long run
Prioritise ideas and initiatives to develop a roadmap to customer experience success
Quantify how important these initiatives are and how much they can contribute to increased customer satisfaction scores across the customer journeyIdentify the positive business outcomes in investing in customer experience
Click here here to access the Masterclass Workshop Slides. Good luck with building your Competitive Customer Journey.
