What is customer journey mapping

Customer journey mapping is the process of visualizing every touchpoint a customer has with a brand from awareness to post-purchase.

How does customer journey mapping work

It involves identifying stages, actions, emotions, and pain points across the customer lifecycle to improve experience and retention.

Types of customer journey mapping:

• Current-state
• Future-state
• Day-in-the-life
• Service blueprint maps

How to measure customer journey mapping:

Customer satisfaction scores, Net Promoter Score, time to conversion

Why is customer journey mapping important to marketers?

It helps identify gaps in experience, optimize touchpoints, and align marketing with customer needs.

Who needs to know about customer journey mapping?

• CX strategists
• Product manager
• Brand marketers

Use customer journey mapping in a sentence:

Journey mapping revealed friction at the returns stage, prompting us to overhaul our process.