Customer Journey & Touchpoint Mapping
Timeline
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January 31, 2018Experience start
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February 13, 2018Project Scope Meeting and Retailer Background Information (at Ryerson)
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March 13, 2018Midway Check In
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April 13, 2018Experience end
Timeline
-
January 31, 2018Experience start
-
February 13, 2018Project Scope Meeting and Retailer Background Information (at Ryerson)
Meeting between students and representative from retailer to confirm: project scope, communication styles, company background, key touchpoints, and important due dates. Please note: this is an individual assignment, however there will be approximately 8 students per company.
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March 13, 2018Midway Check In
Communication between students and representative from retailer to ensure that progress is on track halfway through completion or answer any outstanding questions.
-
April 13, 2018Experience end
Experience scope
Categories
Market researchSkills
advertising customer journey retail sales developmentRetail Management student-consultants will research, analyze, and map your organization's customer journey to provide insights on new opportunities.
Learners
Final deliverables include:
- A Customer Touchpoint Map (graphic).
- A written document with details on the analysis and findings of the customer journey as well as strategic recommendations.
- A presentation of the findings (only one student from each group of 8-10 will present).
Project timeline
-
January 31, 2018Experience start
-
February 13, 2018Project Scope Meeting and Retailer Background Information (at Ryerson)
-
March 13, 2018Midway Check In
-
April 13, 2018Experience end
Timeline
-
January 31, 2018Experience start
-
February 13, 2018Project Scope Meeting and Retailer Background Information (at Ryerson)
Meeting between students and representative from retailer to confirm: project scope, communication styles, company background, key touchpoints, and important due dates. Please note: this is an individual assignment, however there will be approximately 8 students per company.
-
March 13, 2018Midway Check In
Communication between students and representative from retailer to ensure that progress is on track halfway through completion or answer any outstanding questions.
-
April 13, 2018Experience end
Project Examples
Requirements
Beginning this February, Retail Management student-consultants will work individually to research your retail organization and create a detailed and actionable customer touchpoint map with strategic recommendations.
By student-consultants identifying, analyzing and visually depicting each interaction or contact point in your customer's journey, you will gain valuable objective insights and identify opportunities for new and improved customer experience and marketing interactions.
Example touchpoints include, but are not limited to:
- Pre-purchase (social media, advertising, and anything prior to the purchase).
- Purchase (in-store displays and customer service, etc.).
- Post-purchase (customer surveys, follow-up marketing).
Additional company criteria
Companies must answer the following questions to submit a match request to this experience:
Be available for a quick phone call with the instructor to initiate your relationship and confirm your scope is an appropriate fit for the course.
Attend a 1-hour class at Ryerson on February 13 to meet students and make sure the students fully understand your company, industry and needs.
Attend a 1-hour meeting between late February and early March (virtual, phone, or in person) to make sure the students are on the right path.
Attend the final presentations at Ryerson on Wednesday April 3 or April 10 (12:00-3:00pm)
Provide a dedicated contact who will be available to answer periodic emails or phone calls over the duration of the project to address students questions or provide additional information.
Have a least one brick and mortar location in the GTA.
Timeline
-
January 31, 2018Experience start
-
February 13, 2018Project Scope Meeting and Retailer Background Information (at Ryerson)
-
March 13, 2018Midway Check In
-
April 13, 2018Experience end
Timeline
-
January 31, 2018Experience start
-
February 13, 2018Project Scope Meeting and Retailer Background Information (at Ryerson)
Meeting between students and representative from retailer to confirm: project scope, communication styles, company background, key touchpoints, and important due dates. Please note: this is an individual assignment, however there will be approximately 8 students per company.
-
March 13, 2018Midway Check In
Communication between students and representative from retailer to ensure that progress is on track halfway through completion or answer any outstanding questions.
-
April 13, 2018Experience end