top of page

What's included in the Customer Journey Mapping Template:

  • Full funnel Customer Journey Mapping Template

  • Customer Journey Mapping Templates for B2C, B2B & SaaS Business Models

  • Instructions & Examples of Customer Journey Mapping Templates

  • Download the Template in Google Sheets / Excel & Google Slides formats

Customer Journey Mapping Template

Download our FREE Customer Journey Mapping Template 💡

Who should download our Customer Journey Mapping Template?

  • You are a startup founder or business owner looking to strategise more effectively

  • You are a Digital Marketing Professional, looking for marketing strategy templates

  • You are a Digital Marketing agency looking to better plan and strategise for your digital marketing projects

How to use the Customer Journey Mapping Template

STEP 1:

CUSTOMER MOTIVATIONS AND FEELINGS

  • ⚙️ Brainstorm the emotional aspect of your customer journey: Why are your customers buying your products and services? what are the problems they are solving?

STEP 2:

CUSTOMER TOUCHPOINTS AND CHANNELS

  • ⚙️ What are the channels and touchpoints that facilitate interaction between the customer and your business? How do customers find your products or services and how do they buy them?

STEP 3:

BUSINESS OBJECTIVES

  • 📊 What are your company's business goals at every step of the customer journey? What does success look like?

STEP 4:

KEY RESULTS

  • 📊 Assign measurable metrics that demonstrate how effective your company is in achieving its key business objectives at every step of the customer journey 

Frequently Asked Questions on the Customer Journey Mapping Template

What goes into a Customer Journey Mapping template?

A complete customer journey mapping template includes the following information for every step of the customer journey (Awareness, Consideration, Purchase, Post-Purchase, Loyalty):

 

  • Motivations & Feelings: Brainstorm the emotional aspect of your customer journey

 

  • Touchpoints & Channels: What are the channels and touchpoints that facilitate interaction between the customer and your business?

 

  • Business Goals: What is your company trying to achieve at each stage of the customer journey?

 

  • Key Result: A measurable metric that demonstrates how effective your company is in achieving its key business objectives in every step of the journey

How can I use a Customer Journey Mapping template?

  • Analyze Pain Points and Opportunities: Identify pain points in the customer journey, such as delays, confusing processes, or lack of information. Also, look for opportunities to enhance the customer experience and build stronger connections with customers.

 

  • Assign Ownership and Set Goals: Assign responsibility for each touchpoint and stage to the relevant team or department. Set specific goals for improving the customer experience at each stage.

 

  • Review Customer Feedback: Incorporate direct customer feedback and testimonials to add depth and context to the customer journey map.

 

  • Analyze Metrics and KPIs: Use relevant metrics and KPIs to measure the success of each touchpoint and stage. This data can help you identify areas that need improvement and track progress over time.

 

  • Share Insights and Take Action: Present the customer journey map to key stakeholders and teams within your organization. Use the insights gained from the mapping exercise to develop strategies for enhancing the customer experience.

 

  • Align with Business Goals: Ensure that your customer journey map aligns with your overall business goals and objectives. Use it as a tool to drive customer-centric decision-making and improve customer satisfaction and loyalty.

What is the best format to create a Customer Journey Mapping template?

You can create a customer journey template in any of the following formats:

 

  • Miro or Figma boards

  • Office Whiteboard

  • Google Sheets

  • PowerPoint (.pptx)

 

or any equivalent tool

Want the Customer Journey Mapping Template sent straight to your inbox? 

I grabbed the Customer Journey Mapping Template, what's next?

LEARN Digital Marketing Analytics - Upskill & equip yourself with one of the most valuable digital marketing skills:

101 Digital Marketing Coaching:

SCALE your performance marketing campaigns and maximize your ROAS:

bottom of page