144. How to Create a Customer Journey Map

Feb 13, 2023

Show Notes

You’ve spent so much time curating an amazing brand,
so now what? It’s important that your customers are having the
beautiful experience in your dream shop that you intend for them,
so creating a customer journey map can ensure that you are doing
all you can to achieve that goal.

Key Touchpoints to Focus On in Your Customer’s Journey
Map

Customer’s “awareness” of your
shop: All of the things you did to ATTRACT customers: your website,
Google My Business, social media, your front window – can customers
find info easily on how to contact you?
Customer’s first impression of
your shop: Is the parking lot clean? Is it easy to park? How is the
lighting in your shop? Are the mats clean? Did anyone greet the
customer?
Customer’s experience while
shopping: Is your store properly merchandised? Is it clean? Are
your staff members pleasant and helpful? Do you play
music?
Customer’s check out experience:
Is your cash wrap neat? Are you offering conversation to your
customer? Is the receipt process smooth? How are you and your team
handling any missteps?
Customer’s experience after
they’ve left: Do you have things in place for them to refer you, to
easily contact you with questions, to leave a review?
Customer’s experience when they
return: Is your staff good at recognizing repeat customers? Do you
welcome them back?

As you walk through every touchpoint, the most
important question to ask yourself is “What is my customer thinking
and FEELING while they are experiencing every aspect of my brand
and my shop?”

The customer’s journey map is ever-changing so be sure
to go through this process regularly. This will help solidify your
brand and improve your customer’s experience and in turn what they
are saying about your business.

Don’t forget, please leave a review or star
rating!

Resources Mentioned:

Retailer’s
Inner Circle

Related podcasts we think you’ll like:

Episode 141
– Are you Running the Store of Your Dreams?

Episode
139 – 6 Things to Focus on in 2023

Episode
97 – 5 Mistakes to Avoid on Your Website

Episode 126
– 10 Simple Ways to Level Up Your Shop

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