BOOK TOOL Report Outline

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Presentation transcript:

BOOK TOOL Report Outline How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change

Report Contents Objectives, Methodology, Background Key Themes & Findings Map Review

Company Objectives Find Moments of Truth and Friction Points for the customers’ [INSERT YOUR JOURNEY HERE] to improve [INSERT what you would like to improve]. Create an exceptional [INSERT YOUR JOURNEY: example- onboarding] experience for customers across products and services. The success of this initiative will be judged by: [INSERT SPECIFIC GOALS AND KPI’S HERE].

Customer Immersion Methodology [INSERT INTERVIEW PARTICIPANT PROFILE – broken down by things like age, gender, customer segment, location etc.]

Key Themes & Findings

Key Theme [Insert Key Theme] [INSERT CUSTOMER QUOTE ALIGNING WITH THIS KEY THEME. USE VIDEO IF AVAILABLE. Customer, type Xx On person aware through working at a store and seeing customers bring in very low bills. Failure if utility doesn’t offer up programs: customer spoke to the utility about his shut- off notice and no-one said anything to him about energy assistance. That just shouldn't happen!

INSERT MAP/MAPS HERE

Recommendations

Recommendations [Insert] Use industry or company research to back up your recommendations. [INSERT CUSTOMER QUOTE ALIGNING WITH THIS KEY THEME. USE VIDEO IF AVAILABLE. Customer, type Xx On person aware through working at a store and seeing customers bring in very low bills. Failure if utility doesn’t offer up programs: customer spoke to the utility about his shut- off notice and no-one said anything to him about energy assistance. That just shouldn't happen!