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Report Outline

BOOK TOOL. Report Outline. How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. Report Contents. Company Objectives.

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Report Outline

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  1. BOOK TOOL Report Outline How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change

  2. Report Contents

  3. Company Objectives • Find Moments of Truthand 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 KPI’S HERE].

  4. Customer ImmersionMethodology [INSERT INTERVIEW PARTICIPANT PROFILE – broken down by things like age, gender, customer segment, location etc.]

  5. Key Themes & Findings

  6. Key Theme [Insert Key Theme] • Xx • [INSERT CUSTOMER QUOTE ALIGNING WITH THIS KEY THEME. USE VIDEO IF AVAILABLE. • Customer, type

  7. INSERT MAP/MAPS HERE

  8. Recommendations

  9. Recommendations [Insert] Use industry or company research to back up your recommendations. • Xx • [INSERT CUSTOMER QUOTE ALIGNING WITH THIS KEY THEME. USE VIDEO IF AVAILABLE. • Customer, type

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