Guideline Customer Journey Mapping – from the background to the holistic CX measurement system

This Guideline for Customer Journey Mapping, developed from practical experience, makes it easier for you to get started with this methodology.

Content

1. CUSTOMER EXPERIENCE MANAGEMENT (CEM) – BACKGROUND

2. CUSTOMER JOURNEY MAPPING – THE METHODOLOGY
2.1. PERSONAS: WHO IS OUR CUSTOMER?
2.2 CHANNELS, PHASES AND DEPARTMENTS: THE STAGES OF THE CUSTOMER TRIP
2.3 MICROMOMENTS: WHAT DOES OUR CUSTOMER WANT?
2.4. TOUCHPOINTS: WHAT DOES OUR CUSTOMER EXPERIENCE?
2.5. PERFORMANCE FROM THE CUSTOMER’S POINT OF VIEW: WHAT DOES OUR CUSTOMER FEEL?

3. CUSTOMER JOURNEY MAPPING WORKSHOPS
3.1. PREPARATION
3.2. EXECUTION

4. CUSTOMER JOURNEY MAPS SHARE AND COMMUNICATE

5. FROM THE JOURNEY MAP TO THE HOLISTIC CX


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Touchpoint Mapping Vorlage