Customer journey9/1/2023 ![]() This template is similar to the current state template because it visualizes present-day customer behaviors, thoughts and feelings. It’s useful for conveying a picture of how customers will respond to new products, services and experiences. The future state template focuses on what customers will do, think, and feel during future encounters. It’s great for highlighting existing pain points and works best for implementing incremental changes to customer experiences. The current state template is the most commonly used journey map that focuses on what customers currently do, their way of thinking and how they feel during interactions. ![]() Choosing the right template is essential based on your goals. Each map type highlights different customer behaviors as they interact with your business at different points in time. There are four different types of customer journey maps to choose from. Retargeting goals with an inbound viewpointĪll of these lead to better customer experiences, which lead to more conversions and an increase in revenue.To visually map every point of interaction and follow your customer on their journey, you can use excel sheets, infographics, illustrations, or diagrams to help you better understand.Ĭustomer journey maps also help brands with: You can then use these touchpoints to craft engagement strategies.Īccording to Aberdeen Group (via Internet Retailer), 89% of companies with multi-channel engagement strategies were able to retain their customers, compared to 33% of those that didn’t. ![]()
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