Your customer’s journey is always unique from other companies and A customer journey map is like a puzzle. Every touchpoint slots into your customer journey, building each stage bit by bit to reveal the overall picture of your organization’s customer experience.
In recent years, this puzzle has become more and more complex to build, manage and measure. The Retail industry in particular is one of the most rapidly developing industries in terms of technological advancements. What pieces do you need to put together and consider when developing your customer journey in this new competitive landscape driven by technology? This sparked us to create this Excel template for retail companies to map out their most important customer journeys.
This customer journey map template will allow you to keep track of your customer journey by laying out each step in one place. We have created an industry standard example for you that you can use as a starting point. 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 importance of customer journey mapping is indisputable. 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, business model and available sales channels. Every touchpoint behaves differently and you must consider all possible touchpoints in order to accurately represent the journey you customer takes.
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. 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 using this customer journey map template 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.
If you feel like you want something a bit more advanced, try Feedbackly for free!
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.