What is Customer Journey Framework (CJF)?

1.

What is Customer Journey
Framework (CJF)?

2.

Outline
● What is CJF?
● Importance of the CJF?
● How to build CJF?
● Good examples of CJF
● Practice work
● Q&A

3.

What is CJF?
● Customer Journey is defined as the collection of the entire
experience a customer has while communicating with an
organization or brand.
● It takes into consideration the complete interaction “roadmap”
from discovering a particular brand to making a purchase to getting
issues resolved by the customer care team, and not just the focussed
interaction or transaction juncture.

4.

Importance of the CJF
● It allows decision-makers to
stay focused on customers.
● It helps make each step of the
buying experience easier for
potential leads.

5.

How to build Customer Journey Framework
1
step
Portrait of
a
customer.
2
step
Stages that
customers
go through
when
interacting
with a
brand.
3
step
Consumer
goals at
each stage
4
step
Brand
touch
points,
channels.
5
step
The
emotions
that
customer
experiences
at each
stage.
6
step
Barriers.
7
step
Solutions
by which
you can
solve
customer
problems.

6.

Good examples of CJF

7.

Good examples of CJF

8.

Practice work

9.

Q&A