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Customer Journey Map Objectives, scope, & journey type Customer Community Trigger Events/Before You Begin Customer Outcomes: Phase Customer Actions Physical Evidence Emotional Connection (Rank 1‐5, 1= Dissatisfied, 5=Very satisfied
Key customer actions (Line of interactions)
Moments of Truth (Rank 1‐3, 1=Lowest, 3=Highest)
Moments of Pain Front End/Employee Actions (Line of Visibility)
Backstage/Invisible Employee actions (Line of Internal interaction
Support processes Support people Opportunity for improvement