A customer journey map is like a puzzle. For eCommerce, this puzzle can be very complex or it can be very straight forward – but the same rules apply. Every customer touchpoint you have make up the pieces of your customer journey, building each stage bit by bit to reveal the overall picture of your e-commerce store. From the first online ad they see on Google or Facebook all the way to the product/service delivery and customer service. As things get more and more complicated, some simplification and structure is needed to maintain a big picture perspective. To start building your customer journey, you will need something to start from. That’s why we created this easy to follow the customer journey map template, especially for eCommerce companies.
This customer journey map template will allow you to keep track of your customer journey by laying out each step in one place. You can enter customer activity, goals, touchpoints, feedback, etc. for each step of the customer journey. By mapping out your customer journey, you will immediately get a more high-level perspective of your overall customer experience performance. The long-term consequences of which will help your company make better decisions that directly and hugely impact your customer satisfaction.
eCommerce companies love data – meaningful data. Google analytics and other hard KPI’s help to answer some critical questions but do you really know why your customers are behaving the way they do? You need to see how your customers interact with you in each step of the customer journey, and this journey will change depending on your industry and business model. Different touchpoints behave differently and it is important to be able to identify the areas in which your feedback data originates – meaning that your customer satisfaction levels in the awareness phase should be differentiated from your customer satisfaction level in the product/service delivery phase. Is the unhappiness, or happiness, originating from the delivery difficulties or from the process of actually buying the products. If you are not taking advantage of customer journey mapping, you cannot be sure that you will be making the correct business decisions and are potentially adding unnecessary risk to your operations.
Try downloading this free customer journey map template and use it in conjunction with Feedbackly to see exactly how your customer feedback effects performance and vice versa. Enjoy this download and head over here to see many more of our free ebooks, templates and checklists.
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Jaakko is an award-winning CX professional and entrepreneur at Feedbackly, founder and community professional at the biggest entrepreneurial digital community in Finland – Yrittäjä.io. He is a notorious keynote speaker from entrepreneurial stories to day to day human communications and customer experiences.