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Week 2 Customer Journey Mapping
FRA Online Courses
Created on November 20, 2023
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Transcript
KEY COMPONENTS OF A CUSTOMER JOURNEY MAP
Click on each topic below to learn more:
TOUCHPOINTS
STAGES
CUSTOMER ACTIONS
PAIN POINTS
EMOTIONS & THOUGHTS
OPPORTUNITIES
CIRCULAR MIND MAP SCHEME
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Mapa Mental
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Pain Points
Identifying pain points helps businesses understand where customers may encounter challenges or frustrations. These can be areas for improvement in the customer journey.
Stages
The map is typically divided into different stages that represent the chronological sequence of a customer's interactions, such as awareness, consideration, purchase, onboarding, usage, and post-purchase support.
Opportunities
Customer journey maps also highlight opportunities for businesses to add value and enhance the customer experience. These could be moments where personalised interactions or additional services can make a positive impact.
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Bring it to life with an interactive window
Create a new layer with all the Genially features.
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Got an idea?
Bring it to life with an interactive window
Create a new layer with all the Genially features.
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Customer Actions
The map may outline the actions or behaviours that customers take at each stage. This could include researching products, making a purchase decision, using the product, and seeking support.
Emotions & Thoughts
Customer journey maps often include insights into the emotions and thoughts that customers may experience at different touchpoints. Understanding customer feelings is crucial for improving the overall experience.
Got an idea?
Bring it to life with an interactive window
Create a new layer with all the Genially features.
- Generate experiences with your content.
- It’s got the Wow effect. Very Wow.
- Make sure your audience remembers the message.
- Activate and surprise your audience.
Touchpoints
Touchpoints are specific interactions between the customer and the business. These can include online and offline interactions, such as website visits, social media engagement, customer support calls, and in-person interactions.