In the below guide, we’ll set you on the right path by explaining the key stages of customer mapping – with examples. It is worth noting there are some rules that all CJMs must abide by: they should follow the five stages of a customer journey be shaped by extensive user research and should also focus on a specific target, rather than a general desire for customers to be happier. Whatever direction they do go in, all customer maps start with the same goals in mind: locate buyer pain points, inform decisions, and craft a positive user experience from start to finish. The exact course your customers will chart depends on unique factors, like sector or location.
Writing one is essentially a way to step into the shoes of your target audience so you can understand how they experience your business, from onboarding to post-purchase evaluation. Every business needs a customer journey map (CJM).
