Customer Journey Exercise February 6, 2009. Map a customer journey For your department or idea, define all of the “moments of truth” or touchpoints during.

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Presentation transcript:

Customer Journey Exercise February 6, 2009

Map a customer journey For your department or idea, define all of the “moments of truth” or touchpoints during a customer interaction or typical transaction Which touchpoints do you emphasize and reinforce? What touchpoints do you de-emphasize but may be important to the consumer? Is there an innovation opportunity in that misalignment?

Customer Journey TouchpointUniversity Viewpoint Customer Viewpoint Opportunity for improvement? Learning Researching Initial interaction Apply Accept/Reject Questions/Informati on Attending Graduating Alumni relations

Customer Journey - TouchpointBank ViewpointCustomer Viewpoint Opportunity for improvement?

Journey Mapping Do we understand all of the “moments of truth” from a customer’s perspective? Do we meet or exceed expectations at every moment of truth? In every channel? If not, are there opportunities for innovation? Are there unmet needs?