Map your strategic customer journey from awareness to advocacy with this comprehensive template that identifies key touchpoints and pain points.
Map your complete customer journey with this strategic framework that identifies key touchpoints, emotions, and opportunities across every stage of the customer lifecycle. This comprehensive template helps teams align on customer experience strategy and prioritize improvements for maximum impact.
• Complete journey mapping across six stages: Awareness, Consideration, Purchase, Onboarding, Retention, and Advocacy
• Tracks critical elements including user goals, touchpoints, emotions, pain points, and KPIs
• Customer persona section to segment your audience and understand their unique needs
• Prioritized opportunity matrix to help teams focus on high-impact improvements
• Identify experience gaps and friction points that may be causing customer drop-off
• Create alignment across teams on customer experience priorities
• Make data-informed decisions about where to invest resources for improvement
• Develop more effective, emotionally resonant customer interactions at each touchpoint
Fill in each section with your customer insights, then use the opportunity matrix to determine which improvements to tackle first. Review and update regularly as you gather new customer feedback and performance data.
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