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  • CJM Marketing CCD M2019007

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    Zoya Khan
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    The document provides a customer journey map for a typical customer visit to a Cafe Coffee Day location. It outlines 10 key stages of the customer experience: 1) deciding to go to CCD and parking, 2) paying and ordering, 3) waiting in line, 4) ordering, 5) receiving the order, 6) enjoying the purchase, 7) starting to leave, 8) packing up, 9) exiting, and 10) returning home with mixed feelings about the visit. The map details small moments and touchpoints at each stage to understand the full customer experience end-to-end.

    Original Description:

    Customer journe map

    Original Title

    CJM_Marketing_CCD_M2019007 (1)

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    The document provides a customer journey map for a typical customer visit to a Cafe Coffee Day location. It outlines 10 key stages of the customer experience: 1) deciding to go to CCD and parking, 2) paying and ordering, 3) waiting in line, 4) ordering, 5) receiving the order, 6) enjoying the purchase, 7) starting to leave, 8) packing up, 9) exiting, and 10) returning home with mixed feelings about the visit. The map details small moments and touchpoints at each stage to understand the full customer experience end-to-end.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    13 views1 page

    CJM Marketing CCD M2019007

    Uploaded by

    Zoya Khan
    The document provides a customer journey map for a typical customer visit to a Cafe Coffee Day location. It outlines 10 key stages of the customer experience: 1) deciding to go to CCD and parking, 2) paying and ordering, 3) waiting in line, 4) ordering, 5) receiving the order, 6) enjoying the purchase, 7) starting to leave, 8) packing up, 9) exiting, and 10) returning home with mixed feelings about the visit. The map details small moments and touchpoints at each stage to understand the full customer experience end-to-end.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 1

    Customer Journey Map

    Cafe Coffee Day


    Pre-Purchase

    At Home Vehicle At CCD


    • Discussing with friends where to go. • Looking for a close parking • Notice couple of people in the queue
    • Decided CCD and will work on spot • The soft music
    project there itself • Hpoing CCD is not crowded • The smell of roasted coffee

    01. 02. 03.

    Drink/Sit Purchace & Onboarding


    Payment Order Queue
    • Grab the drink and look for a seat • Executive tells the total • Menu is visible better now • Reading the menu while in line
    • Most place are occupied find a • Choosing payment options • But feel forced to make • The line moves slow
    place and sit • Making the payment choice • The ordering process seems too
    • The cup is hot, but smells roasty • End Interaction • Endup having what allways slow
    and sweet now continue
    07. 06. prefered 05. 04.

    Post Purchase & Usage


    Packup Leave/Walk Out Getting back towards home/vehicle
    • Feel like still the work is pending • Packup things  • Heading towards the vehicle
    • The closing time is too early • Heas up towards the door/exit • Wish that could have more time
    • Stand and look around if something • The staff/gate man tells " Have a • Perciving in mind that the coffee was good but
    is left good day" disappointed because of the distraction due to
    crowed or something else
    08. 09. 10.

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