Customer Journey Map.pptx

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The document provides templates for mapping customer journeys, including templates for a buyer's journey, current state, lead nurturing, future state, a day in a customer's life, customer churn reasons, and customer support. Each template includes sections for documenting what the customer is thinking, feeling, and doing at various stages, as well as touchpoints with the business and opportunities for improvement. The templates are meant to help users better understand customers and improve the customer experience.

Featured Resource:
Creating a Customer
Journey Map
Completing this lesson will help you:
● Better understand your customers
● Improve the customer experience
Want to learn more? HubSpot
Academy offers a free lesson on
creating customer journey maps.
Get Started Free

Included in this resource are seven different customer journey maps, including:
● Buyer's Journey Template
● Current State Template
● Lead Nurturing Mapping Template
● Future State Template
● A Day in the Customer's Life Template
● Customer Churn Mapping Template
● Customer Support Blueprint Template
[Prompts in Brackets]: These are intended for you to erase and fill in with information for your specific
project, such as project name or a due date.
Once you’re ready to begin, delete the first three slides and start filling out your info below.
Remember, you can add/edit/delete any wording or sections you see fit for your projects.
How to Use This Template:
Thanks for downloading this
resource.

Customer Journey:
Buyer’s Journey
Awareness Stage Consideration Stage Decision Stage
What is the customer
thinking or feeling?
[Your info here] [Your info here] [Your info here]
What is the customer’s action? [Your info here] [Your info here] [Your info here]
What or where is the buyer
researching?
[Your info here] [Your info here] [Your info here]
How will we move the buyer along
his or her journey with us in mind?
[Your info here] [Your info here] [Your info here]

Customer Journey:
Current State
Step 1 Step 2 Step 3 Step 4 Step 5
What is the customer
thinking or feeling?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
What is the
customer’s action?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
What is the
customer’s touchpoint
with the business?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
What do we want to
change about this
step?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
How and/or why will
we make this change?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]

Customer Journey:
Lead Nurturing
Stranger Subscriber / Lead MQL Opportunity / Demo
Deal Closed to Go-
Live/Handoff
What is the lead
thinking, feeling, or
doing?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
Who from our
company is the lead
hearing from or talking
to?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
What content from our
company is the lead
interacting with?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
What can we do to
expedite this process?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
What can we do to
make the lead more
comfortable in
decision making?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]

Customer Journey:
Future State
Step 1 Step 2 Step 3 Step 4 Step 5
What is the customer
thinking or feeling?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
What is the
customer’s action?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
What is the
customer’s touchpoint
with the business?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
How does the above
section differ than the
current or previous
state?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
Why do we feel this
will alter the customer
journey?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]

Customer Journey: A
Day in the Life
Early Morning Late Morning Afternoon Evening Nighttime
What is the customer
thinking or feeling?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
What are the
customer’s actions or
main priorities?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
What are the
customer’s biggest
pain points at this
time?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
How does the
customer interact with
our product at this
time?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
How can our product
be better utilized at
this time?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]

Customer Journey:
Customer Churn
Popular Churn
Reason #1
Popular Churn
Reason #2
Popular Churn
Reason #3
Popular Churn
Reason #4
Popular Churn
Reason #5
What did the customer
experience?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
What is the customer
feeling after this/these
incidents?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
Why does this
ultimately cause the
customer to churn?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
How can we improve
this experience to
reduce churn?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]

Customer Journey:
Service & Support
Normal Use
Notices Issue or Has
Complaint
Asks for Help /
Contacts Support
Speaks with Support
or Rep
Resolves Conflict /
Issue
What is the customer
feeling?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
Why is the customer
feeling this way?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
How do we
communicate with the
customer?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]
What action do we
take in the
background?
[Your info here] [Your info here] [Your info here] [Your info here] [Your info here]

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Customer Journey Map.pptx

1. Customer Journey Map Template

2. Featured Resource: Creating a Customer Journey Map Completing this lesson will help you: ● Better understand your customers ● Improve the customer experience Want to learn more? HubSpot Academy offers a free lesson on creating customer journey maps. Get Started Free

3. Included in this resource are seven different customer journey maps, including: ● Buyer's Journey Template ● Current State Template ● Lead Nurturing Mapping Template ● Future State Template ● A Day in the Customer's Life Template ● Customer Churn Mapping Template ● Customer Support Blueprint Template [Prompts in Brackets]: These are intended for you to erase and fill in with information for your specific project, such as project name or a due date. Once you’re ready to begin, delete the first three slides and start filling out your info below. Remember, you can add/edit/delete any wording or sections you see fit for your projects. How to Use This Template: Thanks for downloading this resource.

5. Customer Journey: Buyer’s Journey Awareness Stage Consideration Stage Decision Stage What is the customer thinking or feeling? [Your info here] [Your info here] [Your info here] What is the customer’s action? [Your info here] [Your info here] [Your info here] What or where is the buyer researching? [Your info here] [Your info here] [Your info here] How will we move the buyer along his or her journey with us in mind? [Your info here] [Your info here] [Your info here]

6. Customer Journey: Current State Step 1 Step 2 Step 3 Step 4 Step 5 What is the customer thinking or feeling? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] What is the customer’s action? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] What is the customer’s touchpoint with the business? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] What do we want to change about this step? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] How and/or why will we make this change? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here]

7. Customer Journey: Lead Nurturing Stranger Subscriber / Lead MQL Opportunity / Demo Deal Closed to Go- Live/Handoff What is the lead thinking, feeling, or doing? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] Who from our company is the lead hearing from or talking to? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] What content from our company is the lead interacting with? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] What can we do to expedite this process? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] What can we do to make the lead more comfortable in decision making? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here]

8. Customer Journey: Future State Step 1 Step 2 Step 3 Step 4 Step 5 What is the customer thinking or feeling? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] What is the customer’s action? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] What is the customer’s touchpoint with the business? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] How does the above section differ than the current or previous state? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] Why do we feel this will alter the customer journey? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here]

9. Customer Journey: A Day in the Life Early Morning Late Morning Afternoon Evening Nighttime What is the customer thinking or feeling? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] What are the customer’s actions or main priorities? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] What are the customer’s biggest pain points at this time? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] How does the customer interact with our product at this time? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] How can our product be better utilized at this time? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here]

10. Customer Journey: Customer Churn Popular Churn Reason #1 Popular Churn Reason #2 Popular Churn Reason #3 Popular Churn Reason #4 Popular Churn Reason #5 What did the customer experience? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] What is the customer feeling after this/these incidents? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] Why does this ultimately cause the customer to churn? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] How can we improve this experience to reduce churn? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here]

11. Customer Journey: Service & Support Normal Use Notices Issue or Has Complaint Asks for Help / Contacts Support Speaks with Support or Rep Resolves Conflict / Issue What is the customer feeling? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] Why is the customer feeling this way? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] How do we communicate with the customer? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here] What action do we take in the background? [Your info here] [Your info here] [Your info here] [Your info here] [Your info here]

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