EVERYTHING STARTS WITH...

OB

JEC

TIV

ES

- What is customer journey?

- How to use it to improve our operations?

- How to use it for making strategic plan?

What is Customer Journey?

Customer journey is a framework that maps out the stages of our

customer's lifecycle.

from the first intecration... till the last interaction!The customer experience through their perspective

Our Current Customer Journey

Raise Match Realisation

Does it containe all the experiences that we provide for our customers?

Raise Match Realisation

Missing parts?

Is it our first interaction with our customers? Is it the last interaction?

Awareness Register Purchase Raise Match Realisation

Optimum scenario

Re-Integrat.

Awareness Register Purchase Raise Match Realisation

Messages&Channels

Our responsibilities!

Channels:

WOMM (Members,

interns, partners, families...)

Social Networks:

Facebook

Twitter

Linkedin

Google+

PR Activities:

(News, events etc.)

Important points for the awareness part:

• Msg should be clear for our target audience

• There should be call to actions (especially in our channels)

• Channels should be trackable :)

• More reach! As much as we can!

• Unique voice!

Re-Integrat.

Awareness Register Purchase Raise Match Realisation

Messages&Channels

Channels: Should be more

personal, which means we

should contact with them

personally, do not use mass

channels to inform them.

E-Mail

Meetings

Phone

lead!

Leads are our potential customers who leave their contact information on our website

Re-Integrat.

Awareness Register Purchase Raise Match Realisation

Messages&Channels

Interviews

Lead days

--

Do not use mass channels

Channels:

E-Mail marketing: to

increase our conversion rate

Re-Integrat.

Awareness Register Purchase Raise Match Realisation Re-Integrat.

Messages&Channels

Share your story!

- Creating valueble

contents with EPs such

as blog posts, videos,

Wow moment story etc.

Awareness Register Purchase Raise Match Realisation Re-Integrat.

Messages&Channels

Share our other products with him/her by using

personal communication channels

Awareness Register Purchase Raise Match Realisation Re-Integrat.

Howtomeasure?

KPIs:

• # of channels

• # of LEADs

• Traffic

• Views

• Engagement

(Sharing, like,

ReTweet) etc.

Awareness Register Purchase Raise Match Realisation Re-Integrat.

Howtomeasure?

KPIs:

• # of paid registration

• Call to action clicks

• E-Mail conversion rate

etc.

Awareness Register Purchase Raise Match Realisation Re-Integrat.

Howtomeasure?

KPIs:

• # of opened-mail

• Conversion rate

Awareness Register Purchase Raise Match Realisation Re-Integrat.

Howtomeasure?

KPIs:

• # of draft content

• # of published content