Summary
This document is a guide for creating a customer journey mapping template. It outlines the various stages of the customer journey, including awareness, consideration, purchase, onboarding, adoption, retention, expansion, and advocacy. For each stage, the guide details the goals of the customer, the touchpoints they encounter, the channels used, and the pain points or opportunities that arise. Additionally, it describes the emotions experienced by customers at each stage, such as curiosity, excitement, and frustration. The document emphasizes the importance of understanding these elements to enhance the customer experience. It also provides instructions on how to use the template effectively, including filling in key customer personas, iterating on the map, and visualizing the customer journey. This structured approach aims to help organizations better understand their customers and improve engagement.
