What is a customer journey map?
A customer journey map is a tool that illustrates key engagement touchpoints that a customer has with a company, product, or service throughout the customer lifecycle.
Customer journey mapping provides a customer-centric view of their interactions and helps businesses understand their customers on a deeper level so that they can align internal teams and drive optimal customer satisfaction and business growth.
Why We Did This
This is an exercise that Branch goes through with clients during Strategic Marketing Workshops, with consistently valuable results. We created a free tool to help other organizations build their own customer journey maps, no credit card trials required.
The current version is a minimum viable product opened to our network for testing and early feedback. Features include:
- Desktop-only functionality
- Maps rooted in Branch's proven client framework
- Touchpoints mapped across awareness, consideration, purchase, retention, and advocacy stages
- Touchpoints labeled as physical or digital, and managed or earned
- Fully interactive grid where touchpoints can be dragged and repositioned
- Downloadable PDF of journey maps
Feel free to check it out, and send feedback directly to paul@hibranch.com.
The End Goal
The objective is helping people think strategically about marketing, whether they're CEOs new to marketing investment or team members advocating for critical marketing thinking.