Customer journey map templates and examples for 2021

Every customer journey is unique. It’s up to marketers to map out every customer experience and touchpoint by using customer journey map templates. 

You can download all 8 customer journey map templates for free (includes access to Google Presentations and Google Spreadsheets links) - so you can “Make a Copy” and start mapping out your journeys straight away. 

Why use customer journey map templates?

Believe it or not, it’s not about the product — it’s about the customer experience. Time after time, every marketer will hear common quotes from famous entrepreneurs

  • "The customer’s perception is your reality." - Kate Zabriskie, President of Business Training Works

  • "There is only one boss. The customer." - Sam Walton, Founder of Walmart

  • "Make the customer the hero of your story." - Ann Handley, digital marketing pioneer, and Wall Street Journal best-selling author

Ann Handley is not far off. What’s your customer’s story? How did they find your product? Why do they love your product? Most of all, why were they disappointed with your product? 

It’s important to dig deep and identify your Voice of Customer, so you can find out what your customers really need. And you can’t know unless you start using customer journey map templates to help guide you. 

How to use customer journey map templates

Businesses know the customer-centric approach is an important strategy and it’s significant to create a customer-focus journey. Marketers have the power to control every part of the journey. It’s about creating a blueprint of their customers’ experiences and building on them. 

So how do you start? 

Sometimes it can be as easy as getting a piece of paper and writing out all the potential needs of your customers — but you have a laptop. Frankly, the point here is most customer experiences are online, which it’s easier to keep track of, yet more complex to improve. 

That’s what customer journey map templates are for. All you have to do is download pre-made templates so you can think about who your customers are and what they really need. 

Before you start mapping out your journey, here are 3 things to keep in mind: 

  • Describe who your true, ideal customers are. Who are they? What’s their name? What do they do for a living? What’s their relationship with technology? Don’t be afraid to go into details, have fun with it.

  • Track every touchpoint. This is where it can get complicated with digital marketing - there are so many digital channels to keep track of and it can get overwhelming. Customer journey map templates can guide you through every single touchpoint in your journey. 

  • Customer experiences are not linear. They're cyclical. Focus on your retention and advocacy strategy. During a challenging time for most people, staying on top of your customer retention is critical, so keep your current customers happy and nurture loyalty.

The free download includes 8 templates that handle every part of your customer’s journey. Here's a preview:

Whether you’re just starting or reevaluating your current customer experiences, these customer journey map templates will help you to find out what your customers really want from your brand. 

Go to the top of this page and download your templates now!

Editor's Note: This article was originally published on socialbakers.com. Any statistics or statements included in this article were current at the time of original publication.

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