What is a customer journey template?

A customer journey template is a tool designed to help businesses map out each stage of their customers' interactions, from initial brand awareness to post-purchase advocacy.

This template lets you align your touchpoints, content, and support at every phase of the customer journey, ensuring a seamless experience that addresses customer needs and pain points.

What’s inside the template?

The customer journey template includes structured sections to map out and improve customer interactions across all journey stages:

  1. Awareness – Captures how potential customers first learn about your brand, through channels like social media, search engines, or word-of-mouth, and helps identify ways to improve visibility.
  2. Interest – Focuses on the research phase, listing touchpoints like your website, email marketing, and video content to help turn interest into action.
  3. Consideration – Guides you in supporting prospects as they evaluate options, including free trials, testimonials, and competitor comparisons, to help them make an informed choice.
  4. Purchase – Outlines how to deliver a smooth buying process through onboarding, contract negotiation, and training to set up new customers for success.
  5. Retention – Provides strategies for ongoing engagement and support, such as product updates, account management, and proactive customer satisfaction monitoring to ensure customer retention.
  6. Advocacy – Focuses on turning satisfied customers into brand advocates by encouraging testimonials, social sharing, and participation in referral programs.

How to use the template

  1. Map out each journey sage – Use the template to define touchpoints, common pain points, and engagement tactics for each stage, from awareness to advocacy.
  2. Identify and improve touchpoints – List all current touchpoints and assess where improvements can be made to enhance customer experience and conversion.
  3. Tailor content and support – Develop resources and support systems based on customer needs at each phase, ensuring relevance and value.
  4. Track and adjust – Regularly review customer feedback and data to refine journey stages, ensuring ongoing improvement and alignment with customer expectations.

Download your customer journey template

Customer journey template
Customer journey template
Customer journey template This template follows a consumer-focused marketing model that illustrates the theoretical customer journey toward the purchase of a good or service, as well as post-purchase relationship management. Use it along with your buyer personas to plan how your touchpoints with…

Choose your file format