Customer Journey Map

A “Funnel” is theoretical; a “Journey Map” is actual. A Customer Journey Map is a visual representation of every experience your customers have with you. It tells the story of a customer’s experience from initial contact, through the process of engagement, and into a long-term relationship. It identifies friction points—like a confusing parking lot sign in Niagara-on-the-Lake or a broken link in an email.

This section guides you through mapping your own customer experience. We look at “Touchpoints” (social media, phone call, invoice, follow-up) and how to improve the emotional state of the customer at each one. The goal is to smooth out the bumps so the ride to the cash register is seamless.