What is Customer Journey Framework (CJF)? презентация

What is CJF?
Importance of the CJF?
How to build CJF?
Good examples of CJF
Practice work
Q&A
Outline

Customer Journey is defined as the collection of the entire experience a customer has while communicating with an organization or brand.
It takes into consideration the complete interaction “roadmap” from discovering a particular brand to making a purchase to getting issues resolved by the customer care team, and not just the focussed interaction or transaction juncture.
What is CJF?

It allows decision-makers to stay focused on customers.
It helps make each step of the buying experience easier for potential leads.
Importance of the CJF

How to build Customer Journey Framework
1
step
4
step
3
step
2
step
5
step
6
step
7
step
Portrait of a customer.
Stages that customers go through when interacting with a brand.
Consumer goals at each stage
Brand touch points, channels.
The emotions that customer experiences at each stage.
Barriers.
Solutions by which you can solve customer problems.

Good examples of CJF

Good examples of CJF

Practice work