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

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

3. 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].

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

5. Key Themes & Findings

6. 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!

7. INSERT MAP/MAPS HERE

8. Recommendations

9. 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!