Customer Journey Map Preview

CUSTOMER JOURNEY MAP FRAMEWORK
Product/Service: [Your Product/Service]
Persona: [Primary Customer Persona]
Journey: [Specific Journey Being Mapped]

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JOURNEY STAGES
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STAGE 1: AWARENESS
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Customer Goals:
• Identify solutions to their problem
• Research available options
• Understand what's possible
• Gather initial information

Customer Actions:
• Google searches for solutions
• Asks colleagues for recommendations
• Reads industry publications
• Attends webinars/events
• Browses social media

Touchpoints:
• Search engine results
• Social media ads
• Content marketing (blogs)
• Referral conversations
• Industry forums
• Review sites

Emotions & Thoughts:
😟 Frustrated with current situation
🤔 Curious about solutions
😕 Overwhelmed by options
💭 "I need to solve this problem"
💭 "What are others doing?"

Pain Points:
❌ Too much information
❌ Unclear which solution fits
❌ Technical jargon confusion
❌ Time pressure to decide

Opportunities:
✅ Clear value proposition
✅ Educational content
✅ Social proof/testimonials
✅ Simplified comparisons
✅ Free resources

STAGE 2: CONSIDERATION
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Customer Goals:
• Compare specific solutions
• Evaluate features vs. needs
• Understand pricing/value
• Assess implementation effort

Customer Actions:
• Visits vendor websites
• Downloads white papers
• Watches demo videos
• Reads case studies
• Compares features
• Requests pricing

Touchpoints:
• Company website
• Product pages
• Pricing calculator
• Live chat
• Sales emails
• Demo requests
• Comparison guides

Emotions & Thoughts:
🧐 Analytical evaluation
😰 Worried about making wrong choice
🤗 Excited about possibilities
💭 "Will this really work for us?"
💭 "Is it worth the investment?"

Pain Points:
❌ Pricing not transparent
❌ Feature overload
❌ Unclear ROI
❌ Integration concerns
❌ Implementation complexity

Opportunities:
✅ ROI calculators
✅ Free trials
✅ Customer success stories
✅ Live demos
✅ Clear pricing
✅ Integration guides

STAGE 3: PURCHASE
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Customer Goals:
• Secure buy-in from stakeholders
• Negotiate best terms
• Ensure smooth setup
• Minimize risk

Customer Actions:
• Internal discussions
• Vendor negotiations
• Contract review
• Setup planning
• Team preparation

Touchpoints:
• Sales calls
• Proposal documents
• Contract negotiations
• Legal review
• Payment processing
• Onboarding emails

Emotions & Thoughts:
😟 Anxiety about commitment
💰 Budget concerns
🤝 Trust building needed
💭 "Are we making the right decision?"
💭 "What if it doesn't work out?"