Customer Journey Map
& Touchpoints
Understand your customer’s path. Meet them where it matters.
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
What Is a Customer Journey?
A STEP-BY-STEP MAP OF HOW A POTENTIAL CUSTOMER BECOMES A PAYING (AND LOYAL) CUSTOMER.
HELPS YOU IDENTIFY GAPS, IMPROVE ENGAGEMENT, AND CREATE A BETTER EXPERIENCE.
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
5 Common Stages of the Customer Journey
1: Awareness – Discover your brand exists
2: Consideration – Learn more, compare, evaluate
3: Acquisition – Make the decision to buy
4: Service – Post purchase activities. Use the product, form opinion
5: Loyalty – Repeat, refer, engage again
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
Customer Journey Mapping Template– Example Brief Essentials
Stage | Customer Goal | Customer Action | Touchpoint | Your Action |
Awareness | Learn about better bras | Watches IG stories | Reels on bra fitting | |
Consideration | Compare options | Reads reviews | Website | Add social proof, quiz |
Acquisition (Purchase) | Place order | Uses promo code | Checkout | Clear sizing & frictionless UX |
Service (Post-Purchase) | Receive product | Tracks order | WhatsApp, email | Friendly order updates |
Loyalty | Buy again, refer | Recommends to friend | IG, WhatsApp | Thank-you + referral offer |
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
Customer Journey Mapping Template– Use this table format to map each stage of the journey
Stage | Customer Goal | Customer Action | Touchpoint | Your Action |
Awareness | | | | |
Consideration | | | | |
Purchase | | | | |
Post-Purchase | | | | |
Loyalty | | | | |
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
Your Action
DUPLICATE THE BLANK TEMPLATE AND FILL IT IN FOR YOUR BRAND.
THINK THROUGH EACH CUSTOMER STAGE AND MATCH IT WITH YOUR TOUCHPOINTS.
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
Reflective Questions (Where Are the Gaps?)
ARE YOU MISSING ANY TOUCHPOINTS?
WHERE DO CUSTOMERS DROP OFF?
WHAT ACTIONS CAN IMPROVE THEIR EXPERIENCE?
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
Let’s Connect
Ready to build smarter, sell better, and grow boldly?
I’d love to hear about your journey, answer questions, or just cheer you on.
📍 Let’s connect:� 🌐 www.seuntayobalogun.com� 📩 me@seuntayobalogun.com� 🔗 LinkedIn: linkedin.com/in/stbal � 📸 Instagram: @stbinspires | Twitter: @stbinspires
Tag your progress with #StartSmartSellBetter so I can celebrate your wins!
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun
Start Smart E-Commerce Book Customer Journey Map Template by Seun Tayo-Balogun