A Journey Mapping presentation from Competitive ADDvantage describing the key stages in creating a journey map to creating great customer experiences.

1. competitive ADDvantage
‘dare to be different’
Journey Mapping
to
Customer Experience
Success
Competitive ADDvantage - Dare to be different

2. How does the customer ‘experience’ you
deliver measure up?
When did you last measure it?
When did you last ask a customer?
What do your competitors do?
What do your customers say about them?
Competitive ADDvantage - Dare to be different

3. How we differentiate the Service and Experience. By..
Identifying the key stakeholders and achieve cross functional ‘buy‐in’
Agreeing business prioritises & guiding principles for the focus of any plan
Defining the critical ‘Moments of Truth’
Creating a Multi‐Layered Journey Map to establish;
• Critical ‘Moments of Truth’
• The current Customer Experience
• Process Mapping for ease and efficiency
• Measuring the Experience to establish
how well its delivered
Analysing the journey map findings
Agreeing and implementation of any new approach
Competitive ADDvantage - Dare to be different

4. The Tools we use to differentiate the Service and Experience
Creating a Multi‐Layered Journey Map
will help to establish;
• Priorities & Guiding Principles
• ‘Moments of Truth’
• Customer Experience
• Process Mapping
• Measuring the Experience
Competitive ADDvantage - Dare to be different

5. Moving forward..
Journey Mapping is a key tool to enable an organisation to take a
truly customer focused approach to improving their services;
PUTTING CUSTOMERS REALLY AT THE HEART OF ALL THEY DO
• Journey Mapping can deliver a better customer experience
• They can help you bring about greater efficiencies.
• More satisfied customers are cheaper to serve and
easier to deal with.
• Good customer understanding is also good business.
Competitive ADDvantage - Dare to be different

6. Example of what Customer Journey Maps uncover…
Customer Meeting – Store 1
High
5
4
3
Level of 2 The
Interest
1 Interest
0 Gap
Low
Sales Adviser
Customer
Competitive ADDvantage - Dare to be different

7. Example of what Customer Journey Maps uncover…
Customer Meeting ‐ Store 2
High
6 No
5 Interest
4 Gap!
Level of 3
Interest 2
1
0
Low
Sales Adviser
Customer
Competitive ADDvantage - Dare to be different

8. Solution?...
To minimise any potential ‘Interest Gap’ that might arise
ASK APPROPRIATE QUESTIONS EARLY IN THE SALES MEETING
• “what has made you want to change your……?”
• “where have you looked so far?”
• “So what have the other co’s advised?”
• “what would you like to achieve from me today?”
Competitive ADDvantage - Dare to be different

9. Competitive ADDvantage
...‘daring to be different’
Want to know more?
Call :
kelvin on: +44[0]7808 062009 or
mike on: +44[0]7595 496847
Email at:
kelvin@competitiveaddvantage.co.uk
mike@competitiveaddvantage.co.uk
Visit us at:
www.competitiveaddvantage.co.uk
Competitive ADDvantage - Dare to be different