Customer Journey Mapping Tutorial

[@JesperLowgren]

Subscribe to my channel for more content: kzbin.info

[@dakshajmera9044]

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

[@ProfileRNP]

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 ... ....

[@dramaticanews6682]

🎯 Key points for quick navigation: 00:00:00 *🗺️ Introduction to Customer Journey Mapping* - Overview of video content and objectives - Importance of understanding the "why" behind successful frameworks 00:01:18 *📜 History and Definition of Customer Journey Mapping* - Origins traced back to 1981 with John Carlson at Scandinavian Airlines - Customer Journey Mapping as visual storytelling of customer interactions - Customer-centric approach driving organizational transformation 00:03:33 *🏗️ Components of a Customer Journey Map* - Four main layers: customer lifecycle, situations/activities, customer needs, and customer experience - Example using Volvo car purchase - Distinction between activities and touchpoints 00:05:59 *🔍 Service Blueprint and Extended Applications* - Service blueprint components: customer journey map, onstage, and backstage - Touchpoints as controllable interactions between organization and customer - Importance of harmonizing all components for great customer experience 00:08:30 *💡 Practitioner Insights and Best Practices* - Start small and be pragmatic - Base on proper customer research - Focus on what's most important to the customer - Embed in organizational fabric and operating model Made with HARPA AI

[@music_lyrical1929]

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

[@stonejrstone3261]

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

[@JesperLowgren]

Thank you Stone !!

[@abhishekjain3273]

Love the quip about Renault

[@JesperLowgren]

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

[@abhishekjain3273]

@@JesperLowgren Absolutely true.

[@MexChefXpress]

Love it!! Precise and Clear

[@JesperLowgren]

Thank you !!😁

[@EllenHuibers]

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]

Thank you Ellen I much appreciate yoru feedback !!

[@VenusAviv]

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

[@JesperLowgren]

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

[@snehilkathat1217]

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

[@frartenzo]

jesper you are really an awesome teacher!

[@JesperLowgren]

Thank you !! 😁

[@elibedoya4058]

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

[@chelez17]

I love it. Very well explained. Thank you

[@JesperLowgren]

Thank you for your feedback!

[@JoannaDabrowskaGetahead]

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]

Thanks Joanna you made my day 😁!

[@annadarmenia4401]

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 KZbin to see what recent videos you have posted.

[@JesperLowgren]

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

[@annadarmenia4401]

@@JesperLowgren ah voilà 😂

[@woolmetal1101]

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

[@yehudilara]

Great video very informative, thank you !

[@JesperLowgren]

My pleasure. Thank You for watching!

[@shannelson9892]

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

[@JesperLowgren]

Thank you for your kind feedback Shan!

[@catalystx4u]

Good one Jesper...Thank you 🤩🙏

[@rsmotivationalvideo3913]

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

[@debaprasaddey696]

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.

[@AndySickler]

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

[@NathanKip]

Thank you ,I need more training on this.

[@JesperLowgren]

Hope my video helped somewhat :).

[@akinolaakintayo2787]

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

[@JesperLowgren]

My pleasure!

[@gamehackerproghp3479]

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

[@chubbytamtam7803]

""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]

Thank you Tam-tam 😁

[@shailysharma09]

Easy to understand. Great video 👍

[@JesperLowgren]

Thank you!

[@MrTouroofficial]

Wow Thank you so much for this amazing video

[@KiranVarri]

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

[@JesperLowgren]

My pleasure Kiran. Thank you!

[@Rich_H_1972]

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

[@JesperLowgren]

Thank you Richard for your comment!

[@wildboy747]

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

[@jonathanrfisher]

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]

Thanks for ruining my experience

[@Tony-l9j]

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

[@VG-oc3jw]

😂😂😂

[@rene95014]

Very helpful, so thank you!

[@andreaspetrilli]

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

[@JesperLowgren]

Ha ha ha. Thank you Andreas!

[@Mari_Selalu_Berbuat_Kebaikan]

Let's always do alot of good 🙏

[@Abdulrahman.Alnahari]

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

[@JesperLowgren]

Thank you for your feedback and subscription!

[@victoriawalker6174]

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

[@JesperLowgren]

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

[@leonardjohnny67]

Very nice Jesper

[@JesperLowgren]

Thank you John, much appreciated !!

[@DoaaFarah-nf9vq]

thanks i love it

[@JesperLowgren]

Thank you for your feedback!

[@pawankumarchauhan1332]

Thanks sir

[@JesperLowgren]

Thank you Pawan!

[@KingDro56]

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

[@JesperLowgren]

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

[@dilarafataliyeva2904]

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

[@JesperLowgren]

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.

[@EFilizli]

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]

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.

[@djashawe88923]

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]

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... ]

[@vanessadim2333]

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]

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]

@@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]

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

[@vanessadim2333]

@@JesperLowgren Thanks :)

[@thanhvanle3024]

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]

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

[@Sautimarketin]

👏👏👏

[@AbidRaj-kv8es]

You didn't have diss Renault like that! 😭

[@JesperLowgren]

You are absolutely right 😁!!

[@upzox]

classy

[@bayuseptian9393]

cool

[@JesperLowgren]

Thank you!

[@Vogo]

Bruh all that saliva.

[@mykolaH]

🙂

[@lebo2513]

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

[@kossnfx]

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

[@darozvistudios]

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

[@sociio.pandaa]

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

[@masoudshabani6578]

Well with all due respect you looks like a villain!

[@chieduagain]

🤣

[@danny4541]

I like your content but I can't handle your voice 🤷‍♂