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Week 2 Customer Journey Mapping
FRA Online Courses
Created on November 20, 2023
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Transcript
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OPPORTUNITIES
PAIN POINTS
EMOTIONS & THOUGHTS
CUSTOMER ACTIONS
TOUCHPOINTS
STAGES
KEY COMPONENTS OF A CUSTOMER JOURNEY MAP
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Mapa Mental
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CIRCULAR MIND MAP SCHEME
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Identifying pain points helps businesses understand where customers may encounter challenges or frustrations. These can be areas for improvement in the customer journey.
Pain Points
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.
Stages
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.
Opportunities
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- 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.
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.
Customer Actions
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.
Emotions & Thoughts
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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 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.