There are also variations that consider an in-depth look at a sample journey. Then, walk through the shopping and purchasing process, considering every possible interaction that customers may make with your brand’s website, ads, customer service, or social media.ĭifferent types of journey maps can follow the trajectory of current customers or future customers. To make a map, begin by thinking about how customers are introduced to your brand.
Finally, the brand has an opportunity to advocate, following up with buyers by emailing a thank you, asking them to leave feedback, or providing opportunities for reviews and ratings, for example.Įach brand will have their own custom journey map it’s not one size fits all. Next customers act, which is when they make their purchases. They may also shop in a physical store, read reviews, or crowdsource to get recommendations. The appeals are closely tied to the ask, when customers explore the brand and shop for the solution to their needs.
That’s when brands have the opportunity to appeal, or make their product pitch. The customer journey starts with awareness, or the moment when new customers discover your brand. The map covers the five “A's” of building a customer journey map: aware, appeal, ask, act, and advocate. A customer journey map is a visualization of the customer’s journey.