Customer Journey Maps Exercise

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STC-Philadelphia Metro Chapter

Donn DeBoard

Educación

Customer Journey Map
Objectives, scope, & journey type
Customer Community
Trigger Events/Before You Begin
Customer Outcomes:

Phase
Customer Actions
Physical Evidence
Emotional Connection
(Rank 1‐5, 1= Dissatisfied,
5=Very satisfied

Key customer actions
(Line of interactions)

Moments of Truth
(Rank 1‐3,
1=Lowest, 3=Highest)

Moments of Pain
Front End/Employee
Actions (Line of Visibility)

Backstage/Invisible
Employee actions (Line of
Internal interaction

Support processes

Support people
Opportunity for
improvement

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