Customer care quality service

1. Customer
Journey Map
Here is where this template begins

2. Customer Journey Map
Venus
Even though Venus isn't
the closest planet to the
sun, it is still the hottest
Jupiter
Jupiter is by far the
most massive planet in
the Solar System
Saturn
Saturn is a massive ball
made mostly of
hydrogen and helium
Mars
Mars is a cold and icy
desert world. It is half
the size of Earth
01 03 04
02

3. Customer Journey Map
AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY
Touchpoint
Touchpoint
Touchpoint
Touchpoint
Touchpoint
Touchpoint
Touchpoint
Touchpoint
Touchpoint
Touchpoint
Touchpoint
Touchpoint
POSITIVE
NEGATIVE

4. Customer Journey Map
01
02
03
04
05
Jupiter
Jupiter is a gas giant
and the biggest planet
in the Solar System
Neptune
Neptune is the farthest
planet from the Sun and
the fourth-largest
Earth
Earth is the third planet
from the Sun and the
only one with life
Mercury
Mercury is the closest
planet to the Sun. It’s a
bit larger than the Moon
Mars
Despite being red, Mars
is a cold place. It’s full
of iron oxide dust

5. Customer Journey Map
Mercury is the
smallest planet in
the Solar System
Earth is the third
planet and is where
we live on
Jupiter is the
biggest planet in the
entire Solar System
Saturn is a massive
ball made mostly of
hydrogen and
helium
Neptune is the
farthest planet from
the Sun
It’s full of iron oxide
dust, which gives the
red color we can see
Venus has a
beautiful name, but
is terribly hot

6. Customer Journey Map
ACQUISITION
AWARENESS CONSIDERATION LOYALTY
SERVICE
POSITIVE
NEGATIVE
Touchpoint
Touchpoint
Touchpoint
Touchpoint
Touchpoint
Touchpoint
Touchpoint
Touchpoint
Touchpoint

7. Customer Journey Map
PROCESS AWARENESS ACQUISITION SERVICE LOYALTY
TOUCHPOINT
Neptune is the farthest
planet from the Sun
Jupiter is a gas giant
and the biggest
Mercury is the closest
planet to the Sun
Earth is the third planet
from the Sun
CUSTOMER
THOUGHTS
Mars is a cold place. It’s
full of iron oxide dust
Pluto is an icy dwarf
planet
The Moon is the fifth-
largest satellite
It's just a little bigger
than Earth's moon
OVERALL
CUSTOMER
EXPERIENCE
PAIN
POINTS
Pluto is an icy dwarf
planet
It has a thick
atmosphere
Neptune is the farthest
planet from the Sun
Neptune is the farthest
planet from the Sun
IDEAS TO
IMPROVE
Mercury is the closest
planet to the Sun
It's just a little bigger
than Earth's moon
Earth is the third planet
from the Sun
Mars is a cold place. It’s
full of iron oxide dust

8. Customer Journey Map
POSITIVE
NEGATIVE
AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY
Mercury is the
smallest planet
Earth is the third
planet and our home
Jupiter is the biggest
planet of them all
Saturn is a gas giant
and has rings
Despite being red,
Mars is a cold place
The Moon is the fifth-
largest satellite
Neptune is the
farthest planet
Mars is full of iron
oxide dust
Uranus is the second
least dense planet
Earth is the third
planet and our home
Earth is the third
planet from the Sun
Venus is the second
planet from the Sun
Pluto is considered a
dwarf planet
Mars is full of
iron oxide dust
Jupiter is the biggest
planet of them all
Mercury is the
smallest planet
Neptune is the
farthest planet
Jupiter is the biggest
planet of them all
Saturn is a gas giant
and has rings
It’s composed of
hydrogen and helium

9. Customer Journey Map
PERFECT
GOOD
MEDIUM
BAD
VERY BAD
STEPS
1
2
4
5
3
Neptune is the
farthest planet. It’s
the fourth-largest
Mercury is the
closest planet and the
smallest one
Jupiter is a gas giant
and the biggest
planet of them all
Saturn is composed
mostly of hydrogen
and helium
Venus has a beautiful
name and is the
second from the Sun

10. Customer Journey Map
AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY
Jupiter is a gas giant
and the biggest
Neptune is the farthest
planet from the Sun
Mercury is the closest
planet and the smallest
Saturn's rings are
particularly prominent
Venus is the second
planet from the Sun

11. Customer Journey Map
AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY
Venus
Venus has a beautiful
name and is the
second from the Sun
Mercury
Mercury is the closest
planet and the
smallest one
Earth
Earth is the third planet
from the Sun and the
only one with life
Neptune
Neptune is the
farthest planet. It’s
the fourth-largest
Uranus
Uranus is the
seventh planet
from the Sun
1
2
3
4
5
POSITIVE
NEGATIVE

12. Customer Journey Map
ACQUISITION
AWARENESS CONSIDERATION LOYALTY
SERVICE
Neptune is the
farthest planet. It’s
the fourth-largest
Mercury is the
closest planet and the
smallest one
Jupiter is a gas giant
and the biggest
planet of them all
Saturn is composed
mostly of hydrogen
and helium
Venus has a beautiful
name and is the
second from the Sun
01 03 05
02 04

13. Customer Journey Map
AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY
Despite being red,
Mars is actually a
cold place
It has a beautiful
name and is the
second planet from
the Sun
Uranus is the
seventh planet from
the Sun
Venus has a beautiful
name and is the
second from the Sun
Mercury is the closest
planet and the
smallest one
Venus has a beautiful
name and is the
second from the Sun
Despite being red,
Mars is actually a cold
place
Earth is the third
planet and it harbors
life
Neptune is the farthest
planet. It’s the fourth-
largest
Saturn is composed
mostly of hydrogen
and helium
Mercury is the
closest planet and
the smallest one
Neptune is the
farthest planet. It’s the
fourth-largest
Saturn is composed
mostly of hydrogen
and helium
The Moon is the fifth-
largest satellite in the
Solar System
Despite being red,
Mars is actually a
cold place
PHASE
2
PHASE
1
PHASE
3
PHASE
4

14. Customer Journey Map
Mercury is the
closest planet and
the smallest one
Mercury
Saturn is composed
mostly of hydrogen
and helium
Saturn
Neptune is the
farthest planet. It’s
the fourth-largest
Neptune
Jupiter is a gas giant
and the biggest
planet of them all
Jupiter
Venus has a beautiful
name and is the
second from the Sun
Venus

15. Customer Journey Map
AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY
POSITIVE
NEGATIVE
Neptune is the
farthest planet. It’s
the fourth-largest
Mercury is the
closest planet and the
smallest one
Jupiter is a gas giant
and the biggest
planet of them all
Saturn is composed
mostly of hydrogen
and helium
Venus has a beautiful
name and is the
second from the Sun
01 02 03 04 05

16. Customer Journey Map
AWARENESS
CONSIDERATIO
N
ACQUISITION SERVICE LOYALTY
Jupiter is a gas giant
and the biggest planet
in the Solar System
Neptune is the farthest
planet from the Sun and
the fourth-largest
Uranus is mostly
composed of various
ices, like water
Mercury is the closest
planet to the Sun and
the smallest
Despite being red, Mars
is a cold place. It’s full
of iron oxide dust

17. Customer Journey Map
Mercury is the closest
planet to the Sun in
the Solar System
Earth, where we live
on, is the third planet
from the Sun
Saturn is composed
mostly of hydrogen
and helium
It is the biggest
planet and the sixth
planet from the Sun
The Moon is the fifth
largest satellite in the
Solar System
AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY

18. Customer Journey Map
USER
ACTION
EVOLUTIO
N
POSSIBLE
SOLUTION
PAIN
POINTS
Mercury is the
closest to the Sun
Venus is the second
planet from the Sun
Pluto is considered
a dwarf planet
Earth is the planet
where we live on
Saturn is a gas giant
and the ringed one
Despite being red,
Mars is a cold place
It’s a gas giant and
the biggest planet
Neptune is the
farthest planet
The Moon is the
fifth-largest satellite
Uranus is mostly
composed of ices
It’s the second
planet from the Sun
AWARENESS CONSIDERATION PURCHASE ONBOARDING ADVOCACY

19. Customer Journey Map
Mercury is the
closest planet to
the Sun
Pluto is now
considered a
dwarf planet
Saturn is the
ringed one. It
is unique
Jupiter is a gas
giant and the
biggest planet
The Moon is the
fifth-largest
satellite
PHASE 1 PHASE 2 PHASE 3 PHASE 4 PHASE 5
SUN

20. Customer Journey Map
Mercury is the
closest planet and
the smallest one
Mercury
Saturn is composed
mostly of hydrogen
and helium
Saturn
Neptune is the
farthest planet. It’s
the fourth-largest
Neptune
Jupiter is a gas giant
and the biggest
planet of them all
Jupiter
Venus has a beautiful
name and is the
second from the Sun
Venus
01 02 03 04 05

21. Customer Journey Map
AWARENESS CONSIDERATION PURCHASE ONBOARDING ADVOCACY
Venus is terribly
hot, even hotter
than Mercury
Earth is the third
planet from the
Sun
Jupiter is the
biggest planet of
them all
Neptune is the
farthest planet
from the Sun
Despite being
red, Mars is a
cold place
Good
Medium
Bad

22. Customer Journey Map
AWARENESS INTEREST PURCHASE RETENTION ADVOCACY
Neptune is the
farthest planet. It’s the
fourth-largest
01
Venus has a beautiful
name and is the
second from the Sun
02
Mercury is the closest
planet and the
smallest one
03
Saturn is composed
mostly of hydrogen
and helium
04
Jupiter is a gas giant
and the biggest planet
in the Solar System
05

23. Customer Journey Map
Mercury is the
closest planet and
the smallest one
Mercury
Saturn is composed
mostly of hydrogen
and helium
Saturn
Neptune is the
farthest planet. It’s
the fourth-largest
Neptune
Jupiter is a gas giant
and the biggest
planet of them all
Jupiter
Venus has a beautiful
name and is the
second from the Sun
Venus
01 02 03 04 05

24. Customer Journey Map
01
03
02
04
05
Jupiter is a gas giant
and the biggest planet
in the Solar System
Jupiter
Saturn is composed
mostly of hydrogen
and helium
Saturn
Venus has a beautiful
name and is the
second from the Sun
Venus
Mercury is the closest
planet and the
smallest one
Mercury
Neptune is the
farthest planet. It’s
the fourth-largest
Neptune

25. Customer Journey Map
01 02 03 04 05
Mercury is the
closest planet and
the smallest one
Saturn is a gas
giant and has
several rings
Neptune is the
farthest planet. It’s
the fourth-largest
Jupiter is a gas
giant and the
biggest planet
Venus is the
second planet
from the Sun
AWARENESS INTEREST PURCHASE RETENTION ADVOCACY

26. Customer Journey Map
POSITIVE
NEGATIVE
Neptune is the farthest
planet. It’s the fourth-
largest
01
AWARENESS
Venus has a beautiful
name and is the
second from the Sun
02
INTEREST
Mercury is the closest
planet and the
smallest one
03
PURCHASE
Saturn is composed
mostly of hydrogen
and helium
04
RETENTION
Jupiter is a gas giant
and the biggest planet
in the Solar System
05
ADVOCACY

27. Customer Journey Map
Neptune is the
farthest planet. It’s
the fourth-largest
01
NEPTUNE
Mercury is the
closest planet and
the smallest one
03
MERCURY
Jupiter is a gas giant
and the biggest
planet of them all
05
JUPITER
Venus is the second
planet from the Sun
in the Solar System
02
VENUS
Saturn is composed
mostly of hydrogen
and helium
04
SATURN

28. Customer Journey Map
Neptune is the
farthest planet. It’s
the fourth-largest
01
Mercury is the
closest planet and the
smallest one
02
Jupiter is a gas giant
and the biggest
planet of them all
03
Saturn is composed
mostly of hydrogen
and helium
04
Venus has a beautiful
name and is the
second from the Sun
05
AWARENESS CONSIDERATION PURCHASE ONBOARDING ADVOCACY

29. Customer Journey Map
Neptune is the farthest
planet. It’s the fourth-
largest
01
NEPTUNE
Mercury is the closest
planet and the
smallest one
03
MERCURY
Jupiter is the biggest
planet in the entire
Solar System
05
JUPITER
Venus has a beautiful
name and is the
second from the Sun
02
VENUS
Saturn is composed
mostly of hydrogen
and helium
04
SATURN

30. Customer Journey Map
01
02
0
3
04
05
Mercury is the
closest planet and
the smallest one
Mercury
Saturn is composed
mostly of hydrogen
and helium
Saturn
Neptune is the
farthest planet. It’s
the fourth-largest
Neptune
Jupiter is a gas giant
and the biggest
planet of them all
Jupiter
Venus has a beautiful
name and is the
second from the Sun
Venus

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