Customer Journey Mapping for Improved Outcomes and Success Workflow

Identify Customer Touchpoints

Type: Fill Checklist

This step is crucial in understanding how customers interact with your company at various touchpoints. The goal is to map out all points where a customer comes into contact with your business, whether it's through online channels, sales interactions, marketing campaigns, or service inquiries. This includes analyzing the customer journey from awareness and consideration stages through to post-purchase follow-up. To achieve this, identify and document every point of interaction across all departments and teams within the organization. This may include website visits, social media engagement, customer service calls, email exchanges, in-person meetings, and physical store interactions. By visualizing these touchpoints, businesses can pinpoint opportunities for improvement, optimize their communication strategy, and create a more cohesive and satisfying experience for customers throughout their lifecycle with the company.