Want to create interactive content? It’s easy in Genially!

Get started free

Week 2 Customer Journey Mapping

FRA Online Courses

Created on November 20, 2023

Start designing with a free template

Discover more than 1500 professional designs like these:

Transcript

Click on each topic below to learn more:

OPPORTUNITIES

PAIN POINTS

EMOTIONS & THOUGHTS

CUSTOMER ACTIONS

TOUCHPOINTS

STAGES

KEY COMPONENTS OF A CUSTOMER JOURNEY MAP

Lorem ipsum dolor

Lorem ipsum dolor

Lorem ipsum dolor

Lorem ipsum dolor

Lorem ipsum dolor sit amet

Lorem ipsum dolor sit amet

Lorem ipsum dolor sit amet

Lorem ipsum dolor sit amet

Mapa Mental

Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy

CIRCULAR MIND MAP SCHEME

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.

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

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.

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

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 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.

Touchpoints