Customer Journey Mapping

By: A Staff Writer

Updated on: Jul 19, 2024

What: Diagrams the steps customers take in interacting with your business, including emotions and pain points.

Who: The concept has been around for a while, but its popularity has exploded in recent years.

Why: Gets entrepreneurs out of their own heads, to see things from the customer’s perspective.

When: To improve customer experience, identify areas for growth, or align cross-departmental processes.

How:

1. 1. Define the scope of your map (specific process or entire experience).
   2. Gather customer data (surveys, interviews, etc.).
   3. Chart the visuals, including actions, thoughts, and feelings.