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Customer journey mapping - Peter

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Alan Rae
Alan Rae

Peter Martin's excellent theoretical description of Customer Journey Mapping

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Customer journey mapping Jury’s Inn 29 April 2010
Garage
Why bother? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Why bother? – 2 ,[object Object]
End result ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
How to get there ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Understanding how customers want to transact, how many convert from each stage to the next, via which media and at what cost will give you your marketing ROI, the value of each customer at every stage and justify everything you spend. Routes to market %? %? %? %? %? %? %? %? %? %? %? %? %? %? %?
Routes to market map
Importance of Process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Moments of truth ,[object Object],[object Object],[object Object],[object Object]
How to do it ,[object Object],[object Object]
 
How to do it ,[object Object],[object Object],[object Object]
 
How to do it ,[object Object],[object Object],[object Object],[object Object]
 
How to do it ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
How to do it ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
How to do it ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
How to do it ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
“ Interesting things” ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object]
Thank you! ,[object Object],[object Object],[object Object],[object Object]

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Customer journey mapping - Peter

  • 1. Customer journey mapping Jury’s Inn 29 April 2010
  • 3.
  • 4.
  • 5.
  • 6.
  • 7. Understanding how customers want to transact, how many convert from each stage to the next, via which media and at what cost will give you your marketing ROI, the value of each customer at every stage and justify everything you spend. Routes to market %? %? %? %? %? %? %? %? %? %? %? %? %? %? %?
  • 9.
  • 10.
  • 11.
  • 12.  
  • 13.
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  • 26.