What is a Customer Journey Map | A Comprehensive Guide with Templates
Summary
In this guide, we’ll explain the steps you need to take to create a customer journey map that drives the expected results while avoiding the common mistakes others make. You can gather as much data as you want from online research, questionnaires, surveys, direct customer feedback, interviews and with tools like Google Analytics. A touchpoint refers to any moment in their journey when a customer comes into contact with your brand (i.e. website, social media, testimonials, advertisements, point of sale, billing, etc.). The data you collected during your buyer persona research will give you a pretty good idea about the customer touchpoints along the lifecycle stages; these include the steps they take when they first discover your brand to purchasing your product and subsequent interactions. Identifying all potential touchpoints may sound overwhelming, but you can always rely on tools like Google Analytics which will generate behavioral reports (which show the user path throughout your website) and goal flow reports (display the path a user takes to complete a goal conversion) for you to work with.