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customer journey map checklist

Identify the purpose of the journey map.

Determine what questions you want to answer.

Specify the outcomes you aim to achieve.

Research and create detailed customer personas.

Include demographics, behaviors, and motivations.

Prioritize personas based on relevance to the journey.

Collect data from customer interviews and surveys.

Analyze customer feedback and reviews.

Utilize analytics to understand customer behavior.

List all customer touchpoints (online and offline).

Identify key interactions at each stage of the journey.

Consider the customer’s perspective at each touchpoint.

Define the stages of the customer journey (e.g., Awareness, Consideration, Purchase, Retention).

Clarify what customers are doing, thinking, and feeling at each stage.

Map out the timeline for each stage.

Identify customer pain points throughout the journey.

Look for gaps in the customer experience.

Highlight opportunities for improvement and innovation.

Share the draft journey map with stakeholders.

Gather feedback from team members and customers.

Revise the map based on insights and suggestions.

Develop action plans to address identified pain points.

Assign responsibilities for implementing changes.

Monitor the progress of improvements made.

Define key performance indicators (KPIs) to track success.

Regularly review and analyze customer feedback post-implementation.

Adjust the journey map as necessary based on ongoing insights.

Establish a process for regularly updating the journey map.

Keep gathering customer feedback and insights.

Stay informed about industry trends and customer expectations.

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