Customer Journey Map
 Share
The version of the browser you are using is no longer supported. Please upgrade to a supported browser.Dismiss

View only
 
ABCDEFGHIJKLMNOPQRSTUVWXY
1
StepsDreamingResearchPlanningBookingExperiencingSharing
2
ActionsMarcos is interested in visiting a new state in the US. Marcos starts to search travel Instagram accounts and starts saving inspiring images.Marcos is currently a Law student at Denver University, and he found a cheap flight to San Diego, California. He starts looking at available surf lesson vendors in the area. Marco visits TripAdvisor and finds "Tom's Surf Shack," has 3,400 reviews and 5-stars. This seals the deal for Marco and he books a surf lesson for next Wednesday. Marco shows up to "Tom's Surf Shack," but forgot sunscreen. You provide him an extra tube you have behind the desk and show him a great day catching some epic waves. Marco can't stop talking about what a great experience he had on the way back to the cabana. Marco heads back to his hotel, and while in the cab he posts a picture on Instagram tagging "Tom's Surf Shack," with a caption highly recommending your business.
3
Questions/Thoughts
4
Touch points (to create effective and efficient process for your customers)
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
Loading...