Customer journey map is the visualization of steps your client goes through in order to acquire your product or to perform a desired action. For example, filling out a form on your site, contacting your support service department, etc. Customer journey mapping helps you identify every interaction the customer has with your brand during these processes and provides valuable information on the. Decide the best strategy by analyzing the customer journey. To do so, edit our infographics with your data in Google Slides or PowerPoint. Download this free customer journey map template. Then, learn how to understand your user’s needs with these customer journey map tools and examples.
You’ll also be able to map high points and low points to see what portions of their journey are. Download Your Free Customer Journey Mapping Template.
Customer Journey Map Template Free Download Excel
A customer journey map, or journey map, is a visual representation of interactions people have with your brand. A good journey maps highlight moments of delight or pain customers of a brand experience pre and post sales. Using a templated customer journey map helps standardize how businesses can measure how different customer journeys can be improved.
How To Create a Comprehensive Customer Journey Map
Start with your buyer persona. HubSpot provides a free 'Make My Persona' tool if you don't have one. Map out buyer touchpoints with your business. This starts from how they found your business to how they left reviews. Analyze customer pain points. This could be through customer interviews or online negative reviews. Assign priorities to addressing customer pain points. Measure the impact of solving the customers' problems.
Key Elements of Customer Journey Maps
We created free templates that address personas, timelines, touchpoints, and other elements of great customer journey maps:
- 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
Absolutely. Just sharing some free knowledge that we hope you’ll find useful. Keep us in mind next time you have marketing questions!
A customer journey map is like a puzzle. For eCommerce, this puzzle can be very complex or it can be very straightforward – but the same rules apply. Every customer touchpoint you have to make up the pieces of your customer journey, building each stage bit by bit to reveal the overall picture of your e-commerce store. From the first online ad, they see on Google or Facebook all the way to the product/service delivery and customer service. As things get more and more complicated, some simplification and structure is needed to maintain a big picture perspective. To start building your customer journey, you will need something to start from. That’s why we created this easy to follow the customer journey map template, especially for eCommerce companies.
This customer journey map template will allow you to keep track of your customer journey by laying out each step in one place. You can enter customer activity, goals, touchpoints, feedback, etc. for each step of the customer journey. By mapping out your customer journey, you will immediately get a more high-level perspective of your overall customer experience performance. The long-term consequences of which will help your company make better decisions that directly and hugely impact your customer satisfaction.
eCommerce companies love data – meaningful data. Google analytics and other hard KPI’s help to answer some critical questions but do you really know why your customers are behaving the way they do? You need to see how your customers interact with you in each step of the customer journey, and this journey will change depending on your industry and business model. Different touchpoints behave differently and it is important to be able to identify the areas in which your feedback data originates – meaning that your customer satisfaction levels in the awareness phase should be differentiated from your customer satisfaction level in the product/service delivery phase. Is the unhappiness, or happiness, originating from the delivery difficulties or from the process of actually buying the products. As customer and consumer behavior is changing constantly, it is really important to stay up to date. e.g. this year it is predicted that most consumers will be shopping from the desktop – not mobile! Read more about the latest eCommerce market research here.
If you are not taking advantage of customer journey mapping, you cannot be sure that you will be making the correct business decisions and are potentially adding unnecessary risk to your operations.
Try downloading this free customer journey map template and use it in conjunction with Feedbackly to see exactly how your customer feedback effects performance and vice versa. Enjoy this download and head over here to see many more of our free ebooks, templates and checklists.
Customer Journey Map Template Free Download Word Document
For a more automated solution, you can also Try Feedbackly for free.
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Customer Journey Map for eCommerce
Customer Journey Map Template Free Download Word
Jaakko is an award-winning CX professional and entrepreneur at Feedbackly, founder and community professional at the biggest entrepreneurial digital community in Finland – Yrittäjä.io. He is a notorious keynote speaker from entrepreneurial stories to day to day human communications and customer experiences.