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    Customer Journey Map-V2-example PDF

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    Usman Nadeem
    This document provides an example customer journey map for an online grocery store. It outlines the typical stages a customer goes through from awareness to loyalty. The stages are awareness, consideration, decision, delivery & use, and loyalty & advocacy. For each stage, it describes the common customer activities, goals, touchpoints, and experience. It also outlines the business goals, KPIs, organizational activities, responsibilities, and technology systems for each stage of the customer journey.

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    Download as PDF, TXT or read online from Scribd

    Customer Journey Map-V2-example PDF

    Uploaded by

    Usman Nadeem
    918 views1 page
    This document provides an example customer journey map for an online grocery store. It outlines the typical stages a customer goes through from awareness to loyalty. The stages are awareness, consideration, decision, delivery & use, and loyalty & advocacy. For each stage, it describes the common customer activities, goals, touchpoints, and experience. It also outlines the business goals, KPIs, organizational activities, responsibilities, and technology systems for each stage of the customer journey.

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    This document provides an example customer journey map for an online grocery store. It outlines the typical stages a customer goes through from awareness to loyalty. The stages are awareness, consideration, decision, delivery & use, and loyalty & advocacy. For each stage, it describes the common customer activities, goals, touchpoints, and experience. It also outlines the business goals, KPIs, organizational activities, responsibilities, and technology systems for each stage of the customer journey.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    918 views1 page

    Customer Journey Map-V2-example PDF

    Uploaded by

    Usman Nadeem
    This document provides an example customer journey map for an online grocery store. It outlines the typical stages a customer goes through from awareness to loyalty. The stages are awareness, consideration, decision, delivery & use, and loyalty & advocacy. For each stage, it describes the common customer activities, goals, touchpoints, and experience. It also outlines the business goals, KPIs, organizational activities, responsibilities, and technology systems for each stage of the customer journey.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 1

    CUSTOMER JOURNEY MAP Example of an online grocery store

    www.columbiaroad.com

    STAGE AWARENESS CONSIDERATION DECISION DELIVERY & USE LOYALTY & ADVOCACY

    Hear from friends, Compare & evaluate Add groceries to Make an order Receive or pick up Contact customer Enjoy groceries Order again and/or Share
    CUSTOMER see offline or online alternatives shopping cart on order service order more experience
    ACTIVITIES ad, read from
    newspapers

    No goals Find the best solution Find and select Order effortlessly Receive or pick up an Get help if Have the right Repeat good Share feelings,
    CUSTOMER at this point to buy food products easily, order effortlessly problems appear, and good quality in- customer give feedback
    get inspired and when needed request for refund gredients experience
    GOALS

    Word of mouth, Word of mouth, Website, app, Delivery service, Phone, Food products, Word of mouth,
    traditional media, website, order confirmation packing, messages email, packages, other social
    TOUCHPOINTS social media brick & mortar store, email (email, SMS, phone chat materials media
    social media call)

    EXPERIENCE

    Requires effort, happy


    Interested, curious Requires effort but excited Excited “Payment is painful”
    when received Frustrated Satisfied “This is easy” “I have to share this”

    Increase awareness Increase number Increase shopping Increase online Deliver on time and Increase customer Make products Increase retention Turn customers
    and interest of website visitors cart value & sales and minimise the delivery service satisfac- to match rate and order into advocates,
    BUSINESS GOAL conversion rate conversion rate window tion, minimise expectations value and/or turn negative
    waiting time frequency experiences into
    positive

    Number of New website Shopping cart Online sales, On time delivery Customer service Product Retention rate, Customer
    people reached visitors value, conversion rate rate, average success rate, reviews order value and satisfaction
    KPIs conversion rate delivery window waiting time frequency

    Create marketing Create marketing Optimise grocery Optimise online Picking & Organise Develop products Target marketing, Manage feedback
    ORGANISATIONAL campaigns and campaigns and shopping experience purchase funnel, delivery customer & product range make re-ordering and social media,
    content both offline content both order handling service easy, upselling and/ develop sharing /
    ACTIVITIES
    and online, PR offline and online or cross-selling inviting possibilities

    Marketing & Marketing & Online development, Online development, Warehouse, Customer Product Marketing, Customer service,
    Communications Communications Customer service warehouse, logistics logistics service development, online online
    RESPONSIBLE purchasing development development

    CRM, analytics, CRM, analytics, CRM, analytics, CMS, CRM, analytics, CMS, CRM, analytics, CRM, analytics, CRM, analytics, CRM, analytics, CRM, analytics,
    TECHNOLOGY programmatic CMS, marketing ecommerce platform, ecommerce platform, order & delivery help desk, vendor management marketing automation, marketing automa-
    SYSTEMS buying platform, automation PIM PIM, inventory system, system, marketing ticketing system, chat system, PIM ecommerce platform tion, ecommerce plat-
    social media marketing automation automation form, social media
    analytics

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