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ACTIVITY: Maping the target customer journey services

Julie Choo September 17, 2020
  1. Analyze customer gaps and brainstorm the value-added service offerings or ‘value stream’ of mini-value propositions/services that form the target customer journey.
  1. Gauge and indicate which customer journey stages they touch and service
  1. Identify the value-add or gains covering the 4 forms of value provided by each service along each stage of the customer journey where applicable as evidence or data to support the gains from implementation
  1. Brainstorm different measures to use highlight the level of benefit – use S.M.A.R.T. objectives to make them tangible
  1. Link the benefits to the target customer experience to help support the potential ROI

*Download the extended Customer Journey Blueprint canvas (A3 and A4 versions) from the ‘Materials’ tab


What are SMART Objectives?