Chapter 6 Activity 3 - Customer Experience Journey Map.xlsx

	B	C	D	E	F	G	H	I	J	L
1	Journey Stages	Awareness	Consideration	Acquisition (KNOW)		Retention (LIKE)				Loyalty/ Advocacy (TRUST)
2	Customer Actions	Content - Social Media	Listens to Podcast	Signs up for Workshop	Pays for Service	Attends Workshop	Receives Resources	Requires Support	Recommends a Friend Writes a review Repeat Purchases

3	Touchpoints	Facebook Twitter Instagram YouTube LinkedIn Internet	iTunes Google Spotify Internet Website Email	Email Internet Sales Person Phone Website	PayPal Stripe Bank Provider Quickbooks Email Website Internet	Email Training Facilitator Venue Facilitator Parking Sales Person Other Participants Virtual Services (Zoom) Internet Website	Email Postal Service Internet	Email Internet Digital Community Membership Group Phone Mentoring Facilitator	Email Customer Feedback Form Application Form Internet Website Phone Social Media
4	Customer Questions and Thoughts	Is this worth my time? Where do I find more? Is it useable information? Does it help me? What's in it for me?	Is this worth my time? Where do I find more? Is it useable information? Does it help me? What's in it for me?	Is this worth my time? Will it be useable information? Does it help me? What's in it for me? How much will it cost? What is my ROI? Will I get support? Will it be easy to access?	Will it be easy to pay for? Will I get an invoice? How will I know my payment was received? What follow up is there? Do I have to sign up for anything extra?	What will I learn? Is this worth my time? Does it help me? Will it be useable? Will it work? What gaurantees are there? What will the other participants be like? Am I ready for this? Is she as good as she says she is? Will I be supported? How easy is it to access? Will they push me into buying other things? Where can I find more information?	The extra resources are great. Should I print them? Will I use these again? How can I share these? Where can I get more information?	Where can I get help? This community is so supportive. I want to provide help in return. I need a more personal touch.	I love this business. They help me grow personally and scale my business. They would be an asset to any business. I want to tell my mates in business. I really understand my customers. I want to support others expriencing the same as I did. I want to be more involved in this business. I want to be a member. I want to be a mentor. I want to do another workshop. I want to use your other services. I want to advocate for your business to my friends and colleaugues.
5	Pain Points	Digital noise. Lack of positioning. Customer awareness.	Digital noise. Lack of time. Ease of access to content.	Financial constraints. Comprehension of workshop.	Payment option constraints. Payment transparency. Viable documentation.	Time constraints. Potential child minding arrangements. Business leadership arrangements. Logistics of attending. Internet quality (if digital). Motivation. Engaging content. Adequate support.	Potential need for printing. Learnable and easy to consume resources.	Can't find support outlets. Not satisfied with support platform/mode. Needs further follow up. Wait/ response times. Transparency on support requests. Communication is misaligned. Requires translation.	Can't provide feedback. Can't communicate with brand. Can't publicly engage business. No transparency on feedback. Wait/response times.
6	Opportunities To Improve	Always ensure content is targeted.	Always ensure content is targeted.	Create clarity on workshop rubric/ purpose. Improve customer targeting. Improve business message.	Open up avenues of payment methods. Create payment schedules.	Prepare detailed venue map. Track engangement/motivation throughout presentation/workshop. Ensure clarity around additional resources and support. May need IT/ Tech support.	All resources have been reviewed and had a final edit signed off prior to sending. All resources are downloadable and printable.	Anyone assisting in delivering support is recognised as qualified. Clear expectations as to wait/response times are made available. Need to record enquiries in one CRM.	Need to record feedback in one CRM.
7	Touch Point Wins	Consistent content on all channels.	Great feedback so far, continue monitoring.	Easy to follow instructions. Easy to access ticketing. Easy to access support channels. Quick response times.	Competitive pricing. Integrated payment channels. Clear payment communication and documentation.	Many avenues for support. Content is engaging. Customers are getting used to virtual training.	Resources are useable and support workshop learnings.	Great support from members (advocates). Quick response times (<than 2hours) Full satisfaction from customers.	Customers positively discuss our brand socially and formally.
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