Exploring the Customer Journey Through Planetary Analogies
Dive into the customer journey map using a unique approach with analogies to planets in our solar system. Discover how positive and negative touchpoints align with the characteristics of different planets, leading to a comprehensive understanding of the acquisition, consideration, awareness, service, and loyalty stages. Uncover the essence of each step through the lens of planetary attributes and enhance your grasp of customer experiences.
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Presentation Transcript
Customer Journey Map Here is where this template begins
Customer Journey Map Saturn Mars Saturn is a massive ball made mostly of hydrogen and helium Mars is a cold and icy desert world. It is half the size of Earth 01 03 02 04 Venus Jupiter Even though Venus isn't the closest planet to the sun, it is still the hottest Jupiter is by far the most massive planet in the Solar System
Customer Journey Map Touchpoint Touchpoint Touchpoint POSITIVE Touchpoint Touchpoint Touchpoint ACQUISITION CONSIDERATION AWARENESS SERVICE LOYALTY Touchpoint NEGATIVE Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint
Customer Journey Map Neptune Mercury Neptune is the farthest planet from the Sun and the fourth-largest Mercury is the closest planet to the Sun. It s a bit larger than the Moon 01 03 05 02 04 Jupiter Earth Mars Jupiter is a gas giant and the biggest planet in the Solar System Earth is the third planet from the Sun and the only one with life Despite being red, Mars is a cold place. It s full of iron oxide dust
Customer Journey Map Neptune is the farthest planet from the Sun Earth is the third planet and is where we live on Mercury is the smallest planet in the Solar System Jupiter is the biggest planet in the entire Solar System It s full of iron oxide dust, which gives the red color we can see Venus has a beautiful name, but is terribly hot Saturn is a massive ball made mostly of hydrogen and helium
Customer Journey Map Touchpoint Touchpoint POSITIVE Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint NEGATIVE Touchpoint Touchpoint AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY
Customer Journey Map PROCESS AWARENESS ACQUISITION SERVICE LOYALTY Neptune is the farthest planet from the Sun Jupiter is a gas giant and the biggest Mercury is the closest planet to the Sun Earth is the third planet from the Sun TOUCHPOINT CUSTOMER THOUGHTS Mars is a cold place. It s full of iron oxide dust Pluto is an icy dwarf planet The Moon is the fifth- largest satellite It's just a little bigger than Earth's moon OVERALL CUSTOMER EXPERIENCE PAIN POINTS Pluto is an icy dwarf planet It has a thick atmosphere Neptune is the farthest planet from the Sun Neptune is the farthest planet from the Sun IDEAS TO IMPROVE Mercury is the closest planet to the Sun It's just a little bigger than Earth's moon Earth is the third planet from the Sun Mars is a cold place. It s full of iron oxide dust
Customer Journey Map AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY Mercury is the smallest planet Earth is the third planet and our home Jupiter is the biggest planet of them all Saturn is a gas giant and has rings Despite being red, Mars is a cold place POSITIVE The Moon is the fifth- largest satellite Neptune is the farthest planet Mars is full of iron oxide dust Uranus is the second least dense planet Earth is the third planet and our home Earth is the third planet from the Sun Venus is the second planet from the Sun Pluto is considered a dwarf planet Mars is full of iron oxide dust Jupiter is the biggest planet of them all NEGATIVE Mercury is the smallest planet Neptune is the farthest planet Jupiter is the biggest planet of them all Saturn is a gas giant and has rings It s composed of hydrogen and helium
Customer Journey Map 1 4 PERFECT GOOD 3 5 MEDIUM BAD 2 VERY BAD Mercury is the closest planet and the smallest one Neptune is the farthest planet. It s the fourth-largest Jupiter is a gas giant and the biggest planet of them all Saturn is composed mostly of hydrogen and helium Venus has a beautiful name and is the second from the Sun STEPS
Customer Journey Map Mercury is the closest planet and the smallest Neptune is the farthest planet from the Sun Jupiter is a gas giant and the biggest AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY Venus is the second planet from the Sun Saturn's rings are particularly prominent
Customer Journey Map AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY POSITIVE 1 3 5 NEGATIVE 2 4 Venus Mercury Earth Neptune Neptune is the farthest planet. It s the fourth-largest Uranus Uranus is the seventh planet from the Sun Venus has a beautiful name and is the second from the Sun Mercury is the closest planet and the smallest one Earth is the third planet from the Sun and the only one with life
Customer Journey Map Mercury is the closest planet and the smallest one Saturn is composed mostly of hydrogen and helium 01 03 05 AWARENESS CONSIDERATION 02 ACQUISITION SERVICE 04 LOYALTY Neptune is the farthest planet. It s the fourth-largest Jupiter is a gas giant and the biggest planet of them all Venus has a beautiful name and is the second from the Sun
Customer Journey Map AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY PHASE 1 Despite being red, Mars is actually a cold place It has a beautiful name and is the second planet from the Sun Uranus is the seventh planet from the Sun Venus has a beautiful name and is the second from the Sun Mercury is the closest planet and the smallest one PHASE 2 Venus has a beautiful name and is the second from the Sun Despite being red, Mars is actually a cold place Earth is the third planet and it harbors life Neptune is the farthest planet. It s the fourth- largest Saturn is composed mostly of hydrogen and helium PHASE 3 Mercury is the closest planet and the smallest one Neptune is the farthest planet. It s the fourth- largest Saturn is composed mostly of hydrogen and helium The Moon is the fifth- largest satellite in the Solar System Despite being red, Mars is actually a cold place PHASE 4
Customer Journey Map Mercury Saturn Mercury is the closest planet and the smallest one Saturn is composed mostly of hydrogen and helium Neptune Jupiter Venus Neptune is the farthest planet. It s the fourth-largest Jupiter is a gas giant and the biggest planet of them all Venus has a beautiful name and is the second from the Sun
Customer Journey Map AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY POSITIVE NEGATIVE 01 02 03 04 05 Mercury is the closest planet and the smallest one Neptune is the farthest planet. It s the fourth-largest Jupiter is a gas giant and the biggest planet of them all Saturn is composed mostly of hydrogen and helium Venus has a beautiful name and is the second from the Sun
Customer Journey Map Neptune is the farthest planet from the Sun and the fourth-largest Mercury is the closest planet to the Sun and the smallest CONSIDERATIO N AWARENESS ACQUISITION SERVICE LOYALTY Jupiter is a gas giant and the biggest planet in the Solar System Uranus is mostly composed of various ices, like water Despite being red, Mars is a cold place. It s full of iron oxide dust
Customer Journey Map AWARENESS CONSIDERATION SERVICE LOYALTY ACQUISITION Mercury is the closest planet to the Sun in the Solar System Earth, where we live on, is the third planet from the Sun Saturn is composed mostly of hydrogen and helium It is the biggest planet and the sixth planet from the Sun The Moon is the fifth largest satellite in the Solar System
Customer Journey Map AWARENESS CONSIDERATION PURCHASE ONBOARDING ADVOCACY ACTION Saturn is a gas giant and the ringed one It s a gas giant and the biggest planet The Moon is the fifth-largest satellite Mercury is the closest to the Sun Pluto is considered a dwarf planet USER EVOLUTION POINTS PAIN Venus is the second planet from the Sun Earth is the planet where we live on Uranus is mostly composed of ices SOLUTION POSSIBLE Despite being red, Mars is a cold place Neptune is the farthest planet It s the second planet from the Sun
Customer Journey Map PHASE 1 PHASE 2 PHASE 3 PHASE 4 PHASE 5 SUN Mercury is the closest planet to the Sun Pluto is now considered a dwarf planet Saturn is the ringed one. It is unique Jupiter is a gas giant and the biggest planet The Moon is the fifth-largest satellite
Customer Journey Map 01 02 03 04 05 Neptune Mercury Jupiter Saturn Venus Neptune is the farthest planet. It s the fourth-largest Mercury is the closest planet and the smallest one Jupiter is a gas giant and the biggest planet of them all Saturn is composed mostly of hydrogen and helium Venus has a beautiful name and is the second from the Sun
Customer Journey Map AWARENESS CONSIDERATION PURCHASE ONBOARDING ADVOCACY Venus is terribly hot, even hotter than Mercury Earth is the third planet from the Sun Jupiter is the biggest planet of them all Neptune is the farthest planet from the Sun Despite being red, Mars is a cold place Good Medium Bad
Customer Journey Map 04 02 Venus has a beautiful name and is the second from the Sun Saturn is composed mostly of hydrogen and helium AWARENESS INTEREST PURCHASE RETENTION ADVOCACY 01 03 05 Neptune is the farthest planet. It s the fourth- largest Mercury is the closest planet and the smallest one Jupiter is a gas giant and the biggest planet in the Solar System
Customer Journey Map 01 02 03 04 05 Neptune Mercury Jupiter Saturn Venus Neptune is the farthest planet. It s the fourth-largest Mercury is the closest planet and the smallest one Jupiter is a gas giant and the biggest planet of them all Saturn is composed mostly of hydrogen and helium Venus has a beautiful name and is the second from the Sun
Customer Journey Map Jupiter Saturn Jupiter is a gas giant and the biggest planet in the Solar System Saturn is composed mostly of hydrogen and helium Neptune 03 04 Neptune is the farthest planet. It s the fourth-largest 01 Mercury Venus Mercury is the closest planet and the smallest one Venus has a beautiful name and is the second from the Sun 02 05
Customer Journey Map AWARENESS INTEREST PURCHASE RETENTION ADVOCACY 01 02 03 04 05 Neptune is the farthest planet. It s the fourth-largest Mercury is the closest planet and the smallest one Jupiter is a gas giant and the biggest planet Saturn is a gas giant and has several rings Venus is the second planet from the Sun
Customer Journey Map 01 AWARENESS 03 PURCHASE 04 RETENTION 05 ADVOCACY 02 INTEREST Venus has a beautiful name and is the second from the Sun Neptune is the farthest planet. It s the fourth- largest Mercury is the closest planet and the smallest one Saturn is composed mostly of hydrogen and helium Jupiter is a gas giant and the biggest planet in the Solar System POSITIVE NEGATIVE
Customer Journey Map 01 05 JUPITER 03 NEPTUNE MERCURY 04 SATURN 02 VENUS Neptune is the farthest planet. It s the fourth-largest Jupiter is a gas giant and the biggest planet of them all Mercury is the closest planet and the smallest one Venus is the second planet from the Sun in the Solar System Saturn is composed mostly of hydrogen and helium
Customer Journey Map AWARENESS CONSIDERATION PURCHASE ONBOARDING ADVOCACY 01 02 03 04 05 Mercury is the closest planet and the smallest one Neptune is the farthest planet. It s the fourth-largest Jupiter is a gas giant and the biggest planet of them all Saturn is composed mostly of hydrogen and helium Venus has a beautiful name and is the second from the Sun
Customer Journey Map 02 VENUS 04 SATURN Venus has a beautiful name and is the second from the Sun Saturn is composed mostly of hydrogen and helium 01 03 05 JUPITER NEPTUNE MERCURY Neptune is the farthest planet. It s the fourth- largest Mercury is the closest planet and the smallest one Jupiter is the biggest planet in the entire Solar System
Customer Journey Map Neptune Mercury Jupiter Saturn Venus Neptune is the farthest planet. It s the fourth-largest Mercury is the closest planet and the smallest one Jupiter is a gas giant and the biggest planet of them all Saturn is composed mostly of hydrogen and helium Venus has a beautiful name and is the second from the Sun 01 04 02 0 3 05
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