Presentation is loading. Please wait.

Presentation is loading. Please wait.

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.

Published by Modified over 9 years ago

Similar presentations

Presentation on theme: "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."— Presentation transcript:

1 Customer Journey Exercise February 6, 2009

2 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?

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

4 Customer Journey - TouchpointBank ViewpointCustomer Viewpoint Opportunity for improvement?

5 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?

Download ppt "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."

Similar presentations

NEWCASTLE SCIENCE CITY Prosperity from Science for Newcastle Estelle Chatard Newcastle Science City 9 th February 2009.

NEWCASTLE SCIENCE CITY Prosperity from Science for Newcastle Estelle Chatard Newcastle Science City 9 th February 2009.
Professor Peter Wright Sheffield Hallam University Art and Design Research Centre UCHD Theme Lead NIHR Collaborative Leadership in Applied Health Research.

Professor Peter Wright Sheffield Hallam University Art and Design Research Centre UCHD Theme Lead NIHR Collaborative Leadership in Applied Health Research.
XP as a Disruptive Technology William C. Wake Copyright 2002, William C. Wake. All Rights Reserved. February.

XP as a Disruptive Technology William C. Wake Copyright 2002, William C. Wake. All Rights Reserved. February.
The Right Issues Exceeds Expectations Meets Expectations Needs Improvement N/A 1. The Board focuses on activities that will help the Company maximize shareholder.

The Right Issues Exceeds Expectations Meets Expectations Needs Improvement N/A 1. The Board focuses on activities that will help the Company maximize shareholder.
Cross Channel Analytics The Challenge of Understanding Complexity.

Cross Channel Analytics The Challenge of Understanding Complexity.
Innovation Leadership Training Day Two Insights Recap February 6, 2009 All materials © NetCentrics 2008 unless otherwise noted.

Innovation Leadership Training Day Two Insights Recap February 6, 2009 All materials © NetCentrics 2008 unless otherwise noted.
Strategy Map Exercise February 6, 2009. Build a strategy map For your business unit or a specific product, build a strategy map that defines the key value.

Strategy Map Exercise February 6, Build a strategy map For your business unit or a specific product, build a strategy map that defines the key value.
Exercise3.1 6. Exercise3.1 8 Exercise3.1 9 Exercise3.1 10.

Exercise Exercise3.1 8 Exercise3.1 9 Exercise
Innovation Leadership Training Day Four Idea Evaluation February 20, 2009 All materials © NetCentrics 2008 unless otherwise noted.

Innovation Leadership Training Day Four Idea Evaluation February 20, 2009 All materials © NetCentrics 2008 unless otherwise noted.
Exercise 1.1 4. Exercise 1.1 8 Exercise 1.2 6 Exercise 1.2 7.

Exercise Exercise Exercise Exercise
Exercise4.1 10. Exercise4.1 15 Exercise4.1 19 Exercise4.1 23.

Exercise Exercise Exercise Exercise
Exercise6.1 5. Exercise6.1 7 Exercise6.1 8 Exercise6.1 9.

Exercise Exercise6.1 7 Exercise6.1 8 Exercise6.1 9.
Retailing Chapter Focus: Retail Channel Strategy PLC Implications Service Strategies Retail Branding Retail Evolution & Shopping Experience.

Retailing Chapter Focus: Retail Channel Strategy PLC Implications Service Strategies Retail Branding Retail Evolution & Shopping Experience.
Building a Great “Fan Experience” Professor Pat West.

Building a Great “Fan Experience” Professor Pat West.
Evaluation Exercise February 20, 2009. Evaluate an idea Using the criteria that follows, evaluate the ideas that we’ve captured during the training We.

Evaluation Exercise February 20, Evaluate an idea Using the criteria that follows, evaluate the ideas that we’ve captured during the training We.
Innovation Charter Exercises February 5, 2009. Develop a Charter For your department or the university, develop an innovation charter that you can present.

Innovation Charter Exercises February 5, Develop a Charter For your department or the university, develop an innovation charter that you can present.
Design Thinking and Innovation Tools

Design Thinking and Innovation Tools
Marketing for Hospitality and Tourism

Marketing for Hospitality and Tourism
BUSINESS PLAN The Role of Entrepreneur  Entrepreneurs are people who form, own, and operate business.  Michael Dell began his.

BUSINESS PLAN The Role of Entrepreneur  Entrepreneurs are people who form, own, and operate business.  Michael Dell began his.
Consumer Behavior in Service Encounters (Contd.)

Consumer Behavior in Service Encounters (Contd.)

Similar presentations

Ads by Google