Group Employee Benefits Customer Journey Map (CJM)
“The Purpose of Business is to Create and Keep a Customer” — Peter F. Drucker
Optimizing your Customer’s Experience Journey within your organization: PRO CJM covers end-to-end in-depth analysis that conveys the journey of the customer’s experience and identifies key interaction points that the customer has with your company and highlights where the ‘pain points’, ‘moments of truth’ and ‘opportunities’ are. It identifies your customer’s doings, thinking’s, feelings and experiences at each touchpoint from initial contact, through engagement and into a long-term relationship which is key to retention, loyalty and profitability. The Total Lifetime Value of a satisfied and engaged customer is 3-8 times higher for most companies when using CJM as a core competency Continuous Improvement tool.
Descriptive Stage Phases
Customers are trying to accomplish different things at different stages of the journey with specific goals in mind. A ‘end-to-end’ approach to documenting the journey allows design of self-reinforcing positive behaviors at every stage. The large format of PRO Journey Maps allows for more content-rich, easy understanding and graphically engaging analysis. PRO starts the ‘mapping’ process by synthesizing the myriad external/internal reports and interviews that exist in every company and capturing key findings and opportunities such as waste, complexity and hand offs on the maps.
Descriptive Stage Phases
Customers are trying to accomplish different things at different stages of the journey with specific goals in mind. A ‘end-to-end’ approach to documenting the journey allows design of self-reinforcing positive behaviors at every stage. The large format of PRO Journey Maps allows for more content-rich, easy understanding and graphically engaging analysis. PRO starts the ‘mapping’ process by synthesizing the myriad external/internal reports and interviews that exist in every company and capturing key findings and opportunities such as waste, complexity and hand offs on the maps.
Types of Customers Defined
- End Consumer of our products, transactions and services are the ultimate target
- Front-office sales and distribution partners are often the key and sometimes only interface with consumers. Capturing their thinking’s and feelings are critical
- Internal customers have a clear, lean, cross-functional view about how each department adds optimum value, versus non-value add in the least amount of time and at the lowest delivery cost
Types of Customers Defined
- End Consumer of our products, transactions and services are the ultimate target
- Front-office sales and distribution partners are often the key and sometimes only interface with consumers. Capturing their thinking’s and feelings are critical
- Internal customers have a clear, lean, cross-functional view about how each department adds optimum value, versus non-value add in the least amount of time and at the lowest delivery cost
CJM Touchpoints
Color Coding of every step, from the perspective of the different ‘customers’ experience from a visual management perspective (VMS) allows:
- Identifying Pain Points: Where customers experience dissatisfaction, confusion, waste, complexity and doubt that could potential destroy the relationship
- Highlight Moments of Truth: Spotlight critical interactions along where customers engage with you and your processes to identify waste and non-value add
- Opportunities: Identify the greatest positive impact that can be derived, delivered and optimized which can lend itself to standardization and constant pursuit of perfection
CJM Touchpoints
Color Coding of every step, from the perspective of the different ‘customers’ experience from a visual management perspective (VMS) allows:
- Identifying Pain Points: Where customers experience dissatisfaction, confusion, waste, complexity and doubt that could potential destroy the relationship
- Highlight Moments of Truth: Spotlight critical interactions along where customers engage with you and your processes to identify waste and non-value add
- Opportunities: Identify the greatest positive impact that can be derived, delivered and optimized which can lend itself to standardization and constant pursuit of perfection
Linking Customer Touchpoints to the underlying process steps for continuous improvement, standardization and simplification
PRO’s Customer Journey Maps are unique in that critical pain points, constraints and moments of truth can be immediately linked to the underlying process flows, thereby allowing for rapid continuous improvement in time, cost, experience and operational performance excellence.
Linking Customer Touchpoints to the underlying process steps for continuous improvement, standardization and simplification
PRO’s Customer Journey Maps are unique in that critical pain points, constraints and moments of truth can be immediately linked to the underlying process flows, thereby allowing for rapid continuous improvement in time, cost, experience and operational performance excellence.