BOOK TOOL Kickoff Meeting Template How Hard Is It to Be Your

BOOK TOOL Kickoff Meeting Template How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change

Customer Journey Mapping Project Kickoff Agenda Customer Journey Mapping Initiative Objectives Process – Review of the Journey Mapping Process – Customer Immersion: to collect highest quality experience information [Insert interview types you’ve selected for this initiative] – Action workshop: to create improvement initiatives Timeline Questions How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change 2019 Heart of the Customer 2

Company Objectives Find Moments of Truth and Friction Points for the customers’ [INSERT YOUR JOURNEY HERE] to improve [INSERT what you would like to improve]. Create an exceptional [INSERT YOUR JOURNEY: example- onboarding] experience for customers across products and services. The success of this initiative will be judged by: [INSERT SPECIFIC GOALS AND KPIs HERE]. How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change 2019 Heart of the Customer 3

Discovery Uncover What Is Already Known Today Discovery Discover hypotheses and existing knowledge on your current experience. The first step is to engage the company in the process, building interest and buy-in. Activities: – Review of existing research and surveys, including any Net Promoter or Customer Satisfaction surveys. – Interview key stakeholders – Host a Hypothesis Mapping Workshop How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change 2019 Heart of the Customer 4

Customer Immersion Get to the Heart of Your Customer Experience Meet your customers on their turf Customer Immersion Pinpoint the critical “Moments of Truth” in your customer experience. [INSERT CUSTOMER IMMERSION DETAILS – interview types, amounts and why it is important.] add additional slides to go deeper into your chosen methodology. How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change 2019 Heart of the Customer 5

Action Creating Journey Maps Journey maps are a change-maker’s best friend Action Immerse teams in the voice of the customer to create customer-focused change. Journey maps help you showcase points of friction and delight in your customer experience. Start with your brand guidelines, to create a map that is unique to your company. Start with a blank canvas, then tell your customers’ stories, layering in their critical Moments of Truth to improve the experience. How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change 2019 Heart of the Customer 6

Customer Journey Milestones & Timeline Example Timeline – insert specifics for your initiative Kickoff Hypothesis Mapping Workshop Observer Debrief Action Workshop Interviews Mar Apr May Analysis June July How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change 2019 Heart of the Customer 7