Customer Journey Map – Brand Touchpoints
Unaware Transaction
Repeat
Start at the star. The point of sale. The moment of truth. Work
left from here. Mindmap of the path a customer takes to ge...
Go back to the star. The point of sale. The moment of truth.
Work right from here. Mindmap of the points of interaction
be...
Customer Journey Map – Brand Touchpoints
Unaware Transaction
Repeat
Website
conversions
Social Search
Expert
opinion via
B...
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Customer journey map template

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When you map out your customer's decision journey you'll be able to identify the brand touch points where your company can create a unique and differentiated experience for your customers.

Once you have your customer map, you'll be able to make strategic decisions about how to allocate your assets (time, people, money) to create a remarkable brand.

Published in: Business

Customer journey map template

  1. 1. Customer Journey Map – Brand Touchpoints Unaware Transaction Repeat
  2. 2. Start at the star. The point of sale. The moment of truth. Work left from here. Mindmap of the path a customer takes to get to choosing you and gives you attention (or money). – What are the points that led a customer to here? – What are their motivations? – How did the customer come to choose you? – Where did they learn about you and interact with you? – Did they research through Google or use social networks for insight? – Did they visit your store, website, email you? – Did they hear your ads, see your promotion, get a referral? – Who does a regular customer talk to in your store? For example - welcome desk, sales people, service? Customer Journey Map – Brand Touchpoints
  3. 3. Go back to the star. The point of sale. The moment of truth. Work right from here. Mindmap of the points of interaction between your company and the customer after they have given you their attention (or money). – What happens after they buy from you? – How do you keep that customer’s attention? – How does your company deliver the product, service or offer? – Who is involved in the post-purchase process? • Customer service • Accounting department • Sale people • Legal • Marketing Customer Journey Map – Brand Touchpoints
  4. 4. Customer Journey Map – Brand Touchpoints Unaware Transaction Repeat Website conversions Social Search Expert opinion via Blogs & Articles Google Reviews Database Lists Ask Friends & colleagues In store experience, sales material and follow up via Email, phone, social Sales & Financing Delivery of goods or services Post delivery Follow-up Customer Experience Survey Customer Relationshi p activities Referrals Repeat purchase Ads Cold Calls

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