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. With so many touchpoints across multiple online and offline platforms, the puzzle has become far more complex in recent years, making it increasingly more difficult to know exactly what pieces you need… That’s why we created this easy to follow customer journey map template.
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.
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. 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 your 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.