Customer Journey Map
A Customer Journey Map is a visual way to show the steps people go through when engaging with a business or other organization.
What makes a Customer Journey Map valuable is that it provides relevant insights into the customer's experience from their own perspective. It highlights what people are likely to be feeling at different stages of their interaction with us from consideration through to post-purchase, and allows us to identify problems we can fix, as well as opportunities to enhance the customer experience.
By understanding the customer's journey, we can tailor our services, communications, and interactions to better meet our their needs and expectations, leading to increased satisfaction, loyalty, and business growth.
Customer Journey Maps also help break down silos within our organization by providing a shared understanding of the customer experience. Different departments, such as sales, marketing, and customer service, can use the map to align their strategies and actions with the customer's path.
In practice this means we'll have a more cohesive and integrated approach to enhancing our customers' experiences.
Identify a specific customer persona that is representative of your key target audience
Chart the different touch points in the customer journey from awareness through to post-purchase advocacy
For the simple version, fill in the main touchpoints and write a customer statement to correspond to each
For the full version, fill in each row as it relates to the five columns. See the example version in the dark section below for reference
Discuss implications of the customer journey, and what can be done to mitigate pain points and elevate the customer experience
Assign responsibilities for next steps using the Action Items panel
Categories
