Customer Journey Map Template - Feedbackly
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Customer Journey Map
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AwarenessConsiderationPurchaseDeliveryProduct/ServiceLoyalty/Advocacy
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Customer ActivityBecomes aware of product through marketing, sales and/or word of mouthUser Experience / Compare your product to others / ease of finding productPlace order / Pay for product / Cash or credit card transactionReceive or pick up product Enjoy the product/serviceBecome advocates of your product / Purchase again in larger quantities
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Customer GoalsNo goal yet - has a need for the product but not aware of it yetWants to pick the best product/service to best meet their needsOrder and pay for product effortlessly / Receive good customer serviceReceive product seamlessly and within promised time-frameReceive good quality product, in excellent conditionReceive same level of customer experience / Give feedback / Tell others
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TouchpointsWord of mouth, online marketing, traditional media (newspaper, TV, etc)Website / Social Media / 3rd Party Media / Brick & mortar storeWeb payments page / cashier / website order pageCustomer Support / Delivery service (Courier) / Employees or machines at pick-up areaPackaging / Actual product / Online service registration and layoutWebsite or store / Social Media / Word of mouth
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Customer Feedback"I Was contacted by sales after signing up for free from a Facebook Ad""It was hard to find where my saved goods were on eCommerce store""Payment was quick and easy""The deliver has been late on a number of occasions but support team were helpful""Happy with quality of product"NPS Score: 8
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Method of collectionSend links / online surveys / ReviewsWebsite widget /QRWebsite widget / Kiosk / POSEmail / SMSEmail / SMSEmail / SMS / Reviews
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Satisfaction / KPI Level
75%22%80%70%91%31%
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Company ActivityMarketing and PR campaign, original content, social media activity Web design / UX design / In-store layout / marketing / outreach marketingWeb design / set-up payments process / cashier training / shop layoutTrain custoemer service team / set delivery guidelines and agreements with courierProduce quality product, packaging and marketing / design easy to use serviceAsk about customer's experience, would they recommend / resolve issues
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Company GoalsIncrease awareness of product / sign-ups / in-store footfallBuild exceptional UX design / Great product reviews / Increase traffic to site/shopMake it simple for customer to get product to checkout / increase salesSeamless delivery to customer within target time-frame / efficient customer supportQuick and reliable service / No issues with product / High quality reviewsHigh levels of customer retention, low churn rate, happy customers
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ChallengesCreating emgaging relevant content/adverts. Funding.Product/website testing / controlling what people say about product Size of store / putting purchase or basket process in place online Courier delays / lost goods / training support staffDeveloping a high quality product at a competitive priceIssues that occur at any stage of the journey can affect loyalty if not dealt with
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KPIReach / ROI / # of signups / increase in sales / grow email databaseWeb and in-store traffic / # of blogs reviewing product / webpage click-throughs # of products purchased / # of payment issues / CSATDelivery time / # of support cases raised / CSATProduct reviews / returns or replacements / service platform usage metrics / NPSNet Promotor Score (NPS), Retention Rate, Churn Rate
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Process OwnerMarketing Team, Sales teamsMarketing Team / Web & User Experience (UX) Design Team / DevelopersStore management / Cashiers / Customer service / Web designCustomer support team / Order fulfillment team Product design team / Developers Customer Success Team, Sales
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