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Kickoff Meeting Template

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

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Kickoff Meeting Template

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

  2. 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

  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 KPIs HERE].

  4. Discovery Uncover What Is Already Known Today 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

  5. Customer Immersion Get to the Heart of Your Customer Experience Meet your customers on their turf [INSERT CUSTOMER IMMERSION DETAILS – interview types, amounts and why it is important.] add additional slides to go deeper into your chosen methodology.

  6. Action Creating Journey Maps Journey maps are a change-maker’s best friend 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.

  7. Customer Journey Milestones & Timeline Example Timeline – insert specifics for your initiative Kickoff Hypothesis Mapping Workshop ObserverDebrief Action Workshop Analysis Interviews

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