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2 | Customer Journey Mapping Template |
3 | This easy-to-use template will help you build an effective customer journey map. Here are three steps for getting the most out of it: 1. Start with the first four tabs. Each tab represents a different set of interviews with internal departments — sales, customer support, marketing, and product — that need to happen in order to get a comprehensive view of your current customer journey. Feel free to add and ask as many questions as you’d like. It’s also important to loop in more than one stakeholder from each team to identify any gaps and ensure you’re getting as much information from each team as possible. 2. With a robust pool of insights from different departments in your organization, it’s time to move onto the final tab: Primary Journey Map Worksheet. On this tab, focus on the foundational questions first as your baseline. Identify how the customer journey evolves as one progresses through the steps to conversion and beyond. If you have enough data, feel free to fill in some of the next-level questions. 3. Use this map as a guide and re-visit it throughout the quarter. Call out areas that need to change and build plans around effecting those changes. Set deadlines and milestones to ensure your initiative stays on track and that your ultimate vision around the customer journey becomes a reality. |