Step 2: Define All Key Interactions and TouchpointsĪs you begin to design your customer journey map, you may want to organize it with touchpoints. Or maybe you’re looking to refine your customer service processes.īy knowing your goals for mapping the customer journey, you can customize your map and refine this over time in order to meet your organization’s needs. Perhaps you’d like to determine which marketing and sales channels work best for your business. Your customer journey map should be shaped by the goals you are trying to achieve. This is why it’s so important to learn how to map the customer journey or use a customer journey map template. How to Build a Customer Journey Mapīefore you can influence consumer behavior, you must first be able to understand it: from initial contact, through the process of engagement, to post-transactional interactions and long-term relationships. A customer journey map helps companies achieve a better understanding of how consumers interact and engage with their brand. You can think of it as the visual storyline of every engagement your customer has with your company, brand, product, or service.
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