Customer Journey Map – what is it and how to create it?
Posted: Mon Feb 10, 2025 10:56 am
Mariusz Lodyga
Marketing Strategist
7 min
A customer journey map is a tool that allows you to visualize how customers interact with a brand at different stages of their “journey.” From the first contact with a product or service, through the purchase process, to post-sale service – understanding these touchpoints can be crucial to creating effective marketing strategies.
In this article, you will learn what exactly a customer journey map is, why it is worth creating one, and what steps to take to make it an effective tool for your brand. We will look at this tool step by step, illustrating india telegram data each stage with examples to introduce you to the practical dimension of its use.
Table of contents of the article:
What is a customer journey map?
Why is it worth creating a customer journey map?
How to Create a Customer Journey Map? Step by Step
What additional aspects are worth including in your customer journey map?
The Most Common Mistakes When Creating a Customer Journey Map
Tools supporting customer journey mapping
Inspiring stories from brands using the Customer Journey Map
Summary
What is a customer journey map?
A customer journey map is a graphical representation of the process a customer goes through in their relationship with your brand. It includes all the points of contact between the customer and the company – both direct (e.g. contact with customer service) and indirect (e.g. opinions on social media). The key element here is the customer's perspective – understanding their emotions, needs and expectations at every stage.
Example: Imagine a customer looking for a new laptop. Their journey begins with searching for reviews online, then visits the manufacturer’s website, compares models in online stores, asks friends for advice, and finally makes a purchase and evaluates the product after a few weeks of use.
What does a customer journey map look like? Example below.
Marketing Strategist
7 min
A customer journey map is a tool that allows you to visualize how customers interact with a brand at different stages of their “journey.” From the first contact with a product or service, through the purchase process, to post-sale service – understanding these touchpoints can be crucial to creating effective marketing strategies.
In this article, you will learn what exactly a customer journey map is, why it is worth creating one, and what steps to take to make it an effective tool for your brand. We will look at this tool step by step, illustrating india telegram data each stage with examples to introduce you to the practical dimension of its use.
Table of contents of the article:
What is a customer journey map?
Why is it worth creating a customer journey map?
How to Create a Customer Journey Map? Step by Step
What additional aspects are worth including in your customer journey map?
The Most Common Mistakes When Creating a Customer Journey Map
Tools supporting customer journey mapping
Inspiring stories from brands using the Customer Journey Map
Summary
What is a customer journey map?
A customer journey map is a graphical representation of the process a customer goes through in their relationship with your brand. It includes all the points of contact between the customer and the company – both direct (e.g. contact with customer service) and indirect (e.g. opinions on social media). The key element here is the customer's perspective – understanding their emotions, needs and expectations at every stage.
Example: Imagine a customer looking for a new laptop. Their journey begins with searching for reviews online, then visits the manufacturer’s website, compares models in online stores, asks friends for advice, and finally makes a purchase and evaluates the product after a few weeks of use.
What does a customer journey map look like? Example below.