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Customer Journey Mapping Tutorial

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In this video, I teach you the basics of customer journey mapping, followed by a tutorial. This is one of the most powerful techniques you can use to dramatically improve the customer experience and the performance of your business. By understanding exactly where your customers are along their buying cycle, you can craft much more compelling products and services to move them from being a “potential” customer to a “loyal” customer.
You will also learn how customer journey mapping connects with Value Propositions and Design Thinking.
What you will learn:
► What customer journey mapping is and why it's so important.
► The four stages of a customer journey map.
► How to expand the customer journey map into a service blueprint.
► Practical tips on how to get your customer journey mapping up and running quickly
► Links to the tutorial PowerPoint slides and resources for Design Thinking and the Value Proposition Canvas.
Also check out my video on developing a pragmatic customer experience strategy: Customer Experience Strategy 2022 • Customer Experience St...
Download Links and Resources
Customer Journey Mapping PowerPoint slide:
- www.dropbox.co...
Design Thinking frameworks:
- www.ideou.com/...
- dlibrary.stanf...
Value Proposition Canvas:
- www.strategyze...
#CustomerJourneyMap #UserJourney #ServiceBlueprint #customerexperiencestrategy #journeymapping #designthinking #valuepropositioncanvas

Опубликовано:

5 сен 2024

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Комментарии : 96

@JesperLowgren 2 года назад

Subscribe to my channel for more content: ru-vid.com

@dakshajmera9044 2 месяца назад

This man seriously doesn't blink at all !!! Am I the only one who noticed this ??

@ProfileRNP 10 месяцев назад

Dear Content Owner - Big "Thank You" for taking the time and putting the "effort", "energy" to bring the value in this industry via this video. Your video is highly enriching and bringing the passion with the depth to THRIVE ... ....

@stonejrstone3261 Год назад

This is the best breakdown video i have seen so far. Thank you so much Jesper!

@JesperLowgren Год назад

Thank you Stone !!

@abhishekjain3273 Год назад

Love the quip about Renault

@JesperLowgren Год назад

A bit of humour makes business presentations more interesting 😁. Thank you Abhishek!

@abhishekjain3273 Год назад

@@JesperLowgren Absolutely true.

@music_lyrical1929 2 года назад

This is bestest video I've watched on customer journey map!

@EllenHuibers Год назад

Hi Jesper ! This is one of the most thought through customer journeys I have seen. I also really appreciate the organizational backstage aspect and KPIs you have inserted here! Keep up the good work!

@JesperLowgren Год назад

Thank you Ellen I much appreciate yoru feedback !!

@snehilkathat1217 2 года назад

fantastic video. Very impactful. I understand the whole essence of customer journey more now.

@JoannaDabrowskaGetaheadOnline Год назад

Love your videos and your ability to explain even most complex concepts in a clear and concise way. Thank you for sharing. You are mazing and I am a total fan ...

@JesperLowgren Год назад

Thanks Joanna you made my day 😁!

@MexChefXpress 9 месяцев назад

Love it!! Precise and Clear

@JesperLowgren 9 месяцев назад

Thank you !!😁

@elibedoya4058 3 месяца назад

very clear information. It helped me a lot with my marketing assignment. Thank you!

@VenusAviv Год назад

Thank you for this information, I find it helpful, and I look forward to seeing more about the customer experience journey blueprint.

@JesperLowgren Год назад

Thank you Venus, I will make more videos on this powerful method 😃!

@frartenzo 2 месяца назад

jesper you are really an awesome teacher!

@JesperLowgren 2 месяца назад

Thank you !! 😁

@gamehackerproghp3479 2 года назад

Damn.. I am impressed with this 🔥 Thank you so much for the information and knowledge brother ❤

@rsmotivationalvideo3913 2 года назад

Thank you and very well explained. Exactly what I needed for my project.

@akinolaakintayo2787 2 года назад

Thank you so much for this enlightening video! It was easy to follow and the examples are really helpful.

@JesperLowgren 2 года назад

My pleasure!

@annadarmenia4401 8 месяцев назад

Thank you for this video and describing how the Customer Journey Mapping also relates to other elements of DT and the Value Propostion. I also like your touch of humour about the French cars (- from a Renault Driver 🤣). Jesper Lowgren I will now check RU-vid to see what recent videos you have posted.

@JesperLowgren 8 месяцев назад

Thank you Anna! I have a Citroen myself, not a Volvo 😁!

@annadarmenia4401 8 месяцев назад

@@JesperLowgren ah voilà 😂

@Rich_H_1972 2 года назад

Brilliant video and subject, Jesper. Keep up the great content - you deserve way more subscribers, fella! 🙂 👍

@JesperLowgren 2 года назад

Thank you Richard for your comment!

@woolmetal1101 2 года назад

Thank you! This is a great tutorial on customer journey mapping

@chelez17 2 года назад

I love it. Very well explained. Thank you

@JesperLowgren 2 года назад

Thank you for your feedback!

@andreaspetrilli 2 года назад

Wow, what a great tutorial. Easy to follow, very well prepared, very clear. I've subscribed even though I have a French car. :-)

@JesperLowgren 2 года назад

Ha ha ha. Thank you Andreas!

@shannelson9892 2 года назад

Thanks for the Video ...I was able to understand the concepts easily

@JesperLowgren 2 года назад

Thank you for your kind feedback Shan!

@KiranVarri Год назад

very well explained Jesper...thanks a ton...would be watching the other episodes 👍🤩🙏

@JesperLowgren Год назад

My pleasure Kiran. Thank you!

@catalystx4u Месяц назад

Good one Jesper...Thank you 🤩🙏

@yehudilara Год назад

Great video very informative, thank you !

@JesperLowgren Год назад

My pleasure. Thank You for watching!

@debaprasaddey696 Год назад

Hello Jesper, at 6:35 you have shown a model of a Citroen car instead of a Renault car, they are not the same company. Thank you for sharing valuable content, keep up the good work.

@chubbytamtam7803 2 года назад

""I'm actually nit sure why anyone would buy a French car" ahahahahaha you're funny, i had a great time listening to this, you would make an excellent lecturer,

@JesperLowgren 2 года назад

Thank you Tam-tam 😁

@NathanKip 2 года назад

Thank you ,I need more training on this.

@JesperLowgren 2 года назад

Hope my video helped somewhat :).

@AndySickler Год назад

Jesper you are amazing! Thank you so much I loved your details and your sense of humour! haha

@shailysharma09 2 года назад

Easy to understand. Great video 👍

@JesperLowgren 2 года назад

Thank you!

@MrTouroofficial 4 месяца назад

Wow Thank you so much for this amazing video

@Abdulrahman.Alnahari 2 года назад

Thank you for this great video, I have learned a lot. You got new sub

@JesperLowgren 2 года назад

Thank you for your feedback and subscription!

@wildboy747 2 года назад

Good content buy sound of saliva is a little bit distracting.

@savagedragn Год назад

I had to stop…might try to finish later because I do want this information but wow the audio is difficult to listen to…

@jiteshpujari1 Год назад

Thanks for ruining my experience

@user-gz6gv2os2m Год назад

Yes his voice is strange. I think because he’s not a native English speaker

@VG-oc3jw 3 месяца назад

😂😂😂

@rene95014 Год назад

Very helpful, so thank you!

@Mari_Selalu_Berbuat_Kebaikan Год назад

Let's always do alot of good 🙏

@DoaaFarah-nf9vq Год назад

thanks i love it

@JesperLowgren Год назад

Thank you for your feedback!

@pawankumarchauhan1332 Год назад

Thanks sir

@JesperLowgren Год назад

Thank you Pawan!

@leonardjohnny67 6 месяцев назад

Very nice Jesper

@JesperLowgren 6 месяцев назад

Thank you John, much appreciated !!

@victoriawalker6174 2 года назад

Thank you so much. Where can I learn more about this technique? Do you offer any more online courses or tutorials?

@JesperLowgren 2 года назад

Hi Victoria and thank you! Udemi.com is a great starting point and here is a link to their CX courses and programmes: www.udemy.com/courses/search/?q=customer+experience+cx&src=sac&kw=cx

@Sautimarketin 4 месяца назад

👏👏👏

@KingDro56 Год назад

"Actually I'm not sure why would anyone buy a French car?" Hahaha I loved that comment.

@JesperLowgren Год назад

LOL yes a bit of humour goes a long way 😁.

@djashawe88923 Год назад

Thanks for the great content. I subscribed to your channel and liked the video. I have a question. From my understanding, a persona used in customer journey mapping and service blueprinting should be based on real and proper customer research. If so, how can one get that data? Shouldn't company provide that? Or should an individual conduct an online survey to random people(i.e. 10 people) or conduct user interviews(i.e. 5 people)? How to validate that and decide on persona?

@KiranVarri Год назад

One of the most effective way to get the Customer Persona is : to 1) Observe the Customers in adequate numbers and then 2) do a short survey/interview. [ Customers often are a poor witness to their actions... ]

@EFilizli 2 года назад

Great presentation! Should the cjm be aligned with segmented customers aka personae? Which would put the personae creation as a parallel process. Any thoughts?

@JesperLowgren 2 года назад

Yes they are aligned, and ideally, the personas/segments should be defined beforehand. If not possible, define the first persona and develop a cjm for that persona, while defining the remaining personas.

@vanessadim2333 2 года назад

This was great - thanks for uploading! quick question...how you actually see where there are issues in your journey? simply through the data from your platforms? ex.fb posts with poor CTR etc?

@JesperLowgren 2 года назад

Hi, there are many inputs. CTR is one input, direct customer feedback, such as NPS, CSAT etc is another. A third input could be an AI sentiment engine analysing customer interactions via a call centre. Hope this helps :).

@vanessadim2333 2 года назад

@@JesperLowgren Great, thanks for your reply. If one does not have access to either of those can one look at platform performance and a lift in overall site performance?

@JesperLowgren 2 года назад

@@vanessadim2333 Yes, absolutely use what you have. Any related metric is better than no metric.

@vanessadim2333 2 года назад

@@JesperLowgren Thanks :)

@dilarafataliyeva2904 Год назад

hello i open the link pp but it is jst an image there is no slide

@JesperLowgren Год назад

Hi Dilara, are you referring to the Dropbox link? I just tried it and it works fine for me. It looks like an image when you click on the link, but Dropbox gives you an option to download it as a .pptx.

@bayuseptian9393 2 года назад

cool

@JesperLowgren 2 года назад

Thank you!

@upzox Год назад

classy

@mykolaH Год назад

🙂

@Vogo 2 года назад

Bruh all that saliva.

@thanhvanle3024 Год назад

I have to make a customer journey map for a B2B business for my coursework. Can I use this video as a reference, and is the content applicable to B2B businesses?

@JesperLowgren Год назад

Yes, feel free to use it as a reference. It is equally applicable to B2B 😀.

@lebo2513 Год назад

I don't know what kind of weird smacking sounds come out of your mouth but I don't like them.

@sociio.pandaa Год назад

Can you not put a little more energy in talking please?

@kossnfx 10 месяцев назад

I can't get past the sound of saliva in your mouth, sorry

@darozvistudios 24 дня назад

he is not a native English speaker. Unfortunately you might miss out on good content because of that. Just forgive that part and learn you will thank me later