Customer Journey Mapping Tutorial

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

[@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 ... ....

[@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 !!😁

[@snehilkathat1217]

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

[@woolmetal1101]

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

[@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 😃!

[@gamehackerproghp3479]

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

[@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!

[@rsmotivationalvideo3913]

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

[@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 😂

[@chelez17]

I love it. Very well explained. Thank you

[@JesperLowgren]

Thank you for your feedback!

[@akinolaakintayo2787]

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

[@JesperLowgren]

My pleasure!

[@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!

[@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 😁

[@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!

[@shannelson9892]

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

[@JesperLowgren]

Thank you for your kind feedback Shan!

[@yehudilara]

Great video very informative, thank you !

[@JesperLowgren]

My pleasure. Thank You for watching!

[@KiranVarri]

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

[@JesperLowgren]

My pleasure Kiran. Thank you!

[@AndySickler]

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

[@catalystx4u]

Good one Jesper...Thank you 🤩🙏

[@NathanKip]

Thank you ,I need more training on this.

[@JesperLowgren]

Hope my video helped somewhat :).

[@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.

[@MrTouroofficial]

Wow Thank you so much for this amazing video

[@shailysharma09]

Easy to understand. Great video 👍

[@JesperLowgren]

Thank you!

[@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

[@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 😁.

[@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!

[@rene95014]

Very helpful, so thank you!

[@Mari_Selalu_Berbuat_Kebaikan]

Let's always do alot of good 🙏

[@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]

😂😂😂

[@DoaaFarah-nf9vq]

thanks i love it

[@JesperLowgren]

Thank you for your feedback!

[@leonardjohnny67]

Very nice Jesper

[@JesperLowgren]

Thank you John, much appreciated !!

[@pawankumarchauhan1332]

Thanks sir

[@JesperLowgren]

Thank you Pawan!

[@Sautimarketin]

👏👏👏

[@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

[@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... ]

[@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.

[@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 :)

[@upzox]

classy

[@bayuseptian9393]

cool

[@JesperLowgren]

Thank you!

[@Vogo]

Bruh all that saliva.

[@AbidRaj-kv8es]

You didn't have diss Renault like that! 😭

[@JesperLowgren]

You are absolutely right 😁!!

[@mykolaH]

🙂

[@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 😀.

[@lebo2513]

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

[@sociio.pandaa]

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

[@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

[@masoudshabani6578]

Well with all due respect you looks like a villain!

[@chieduagain]

🤣

[@danny4541]

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