A chart tool that allows you to identify the different stages of your customer's journey across 5 phases: Discovery/Research, Evaluation/Comparison, Decision/Purchase, Implementation, and Support/Renew. Using a visually appealing chart; identify the following information for each phase of the buying process: Customer Goals, Touch Points & Emotional Response, and Customer Thoughts. After you've identified where your customer is at through each stage of the buying process you will be left with a graph showing the Overall Customer Experience. This will help you easily identify which areas of your customer's journey you need to improve on. Present this chart to your team, and brainstorm to fill out the last section of the tool: Ideas to Improve.
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