the customer journey mapping workshop (relate live london)
TRANSCRIPT
![Page 1: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/1.jpg)
#RelateLive
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#RelateLive
Journey Mapping Customer Effort
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Sary StefankiZendesk Sr. Director, Global Customer Success
Mike ZinneZendesk VP, Global Customer Success
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Reducing the effort your customers have to put into a relationship is extremely important.
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The Effortless ExperienceThere’s something to it
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96% of customers that had high-effort experiences reported being disloyal.
Only 9% of customers with low-effort experiences report being disloyal.
Only 1% of all customers with low-effort experiences said they’d spread negative word of mouth about the company.
Compared with 81% of customers with high-effort experiences who said they’d do the same.
Dixon, Matthew; Toman, Nick; DeLisi, Rick (2013-09-12). The Effortless Experience: Conquering the New Battleground for Customer Loyalty (p. 22 & 150). Penguin Group US. Kindle Edition.
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What is Journey Mapping?
Journey Mapping is a tool companies use to help them see what their customers truly experience –
the real moments of truth and the ways in which customers go about achieving their needs.
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What is Journey Mapping for Customer Effort?
Journey Mapping for Customer Effort is a tool to
identify where customers are expending too much effort
to achieve their needs.
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The company made it easy for me to handle my issue.
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OK great. Where do we start?
Well, with a customer journey, of course.
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Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
![Page 13: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/13.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
![Page 14: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/14.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
![Page 15: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/15.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
![Page 16: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/16.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
![Page 17: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/17.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
![Page 18: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/18.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
![Page 19: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/19.jpg)
Customer Effort Score v2.0
Question and answer more universally understood in testing
Wording and layout allows for more natural inclusion in other surveys
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Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
![Page 21: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/21.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5
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Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5
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Find anomalies in scoring distribution
Anomalies come in two forms: • A distribution that is
significantly better or worse than the industry
• Specific interactions that fall outside of a normalized distribution
Scoring Best Practices
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Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5
![Page 25: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/25.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5
![Page 26: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/26.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5
![Page 27: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/27.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5
![Page 28: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/28.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5
![Page 29: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/29.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5
![Page 30: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/30.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5
![Page 31: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/31.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
![Page 32: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/32.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
![Page 33: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/33.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5Meenu and her sister
participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
![Page 34: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/34.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5Meenu and her sister
participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
![Page 35: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/35.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5Meenu and her sister
participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
Customer asked to log in to website to
enter chat
![Page 36: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/36.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5Meenu and her sister
participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
Customer asked to log in to website to enter chat
?
?
![Page 37: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/37.jpg)
Top Drivers of Disloyalty
4 out of 5 of are related to ‘effort’
• More than one contact
• Repeating information
• Perceived effort
• Being transferred
![Page 38: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/38.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5Meenu and her sister
participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
Customer asked to log in to website to enter chat
?
?
![Page 39: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/39.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5
Customer asked to log in to website to enter chat
?
?
Enable agents to solve low-risk
tickets in social channel
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
![Page 40: The customer journey mapping workshop (Relate Live London)](https://reader031.vdocuments.us/reader031/viewer/2022030221/58848bca1a28ab6d1a8b60bf/html5/thumbnails/40.jpg)
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
5
Customer asked to log in to website to enter chat
?
?
Enable agents to solve low-risk tickets in social channel
Meenu and her sister participate in FashionCo’s‘Be the Buyer’ marketing
program.
Meenu
FashionCo Customer Since: 2010
Lifetime Value: $10,050
Average Order Value: $150
Engagement: Style Gallery, Product Reviews, Facebook and Twitter
Meenu shares the ‘Be the Buyer’ blog post with her
social network.
Meenu places two more orders over the course of
the next 3 months.
Meenu is asked out on date by a long-time romantic
interest of hers.
She orders 3 dresses as potential outfits for the date.
The dresses arrive three days later.
Meenu tries on the dresses; one she doesn’t like, one
was the right size but didn’t fit and the last was a totally
item was her fave...
FashionCo’s social team responds and invites her
to a live chat session.
FashionCo gets the correct dress overnighted, sets up a return gives her
a 20% coupon.
Meenu posts “Thanks for making things right @
FashionCo” on FB.
She posts this on FB: “uggh, way to go folks messed up my order--I NEED my dress
before my big date.”
Meenu rocks her first date.
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The 4 Pillars
Low effort companies
minimize channel switching
Low effort companies
maximize next issue avoidance
Low effort companies equip
agents to engineer experiences
Low effort companies empower
employees
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The Math of Loyalty
More customers, more time
More revenue per customer
Improve Customer Retention
Increase Lifetime Value
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The Math of Loyalty
Increase customer lifetime value
# of customers % impacted current ltv % improvement( )xx x) (
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The Math of Loyalty
Increase customer lifetime value
$1,250,000
500,000
# of customers
5%
% impacted
$500
current ltv
10%
% improvement( )xx x) (
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Key TakeawaysFour-Up
Effort is a key piece of loyalty1
2
3
4
Reducing effort for your customers can increase business value
Journeymapping for customer effort is an approachable, effective tool to diagnose areas of effort
Give it a shot!
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#RelateLive