Customer Journey Map

1.

Customer
Journey Map
Media Park
IDs: 00016993, 00017285, 00017171, 00016244, 00015790

2.

Customer Journey Map
Emotions
01
Touchpoints
02
Unmet Expectations
03
Pain Points/Friction
04
05
Moments of Truth,
Time, and Effort

3.

Touchpoints
Social media
Onboarding
process
engagement
Detailed website
Lack of
Consistent
Brand Voice
NEGATIVE
POSITIVE
Customer Journey Map
AWARENESS
Challenging
website
CONSIDERATION
Complicated
checkout
process
ACQUISITION
Rapid
customer
support
Rewards for
returning
customers
Slow Support
Response
Failure to
engage followup
SERVICE
LOYALTY

4.

Emotions
Customer Journey Map
PERFECT
1
2
4
5
SERVICE
LOYALTY
GOOD
MEDIUM
3
BAD
VERY BAD
STEPS
AWARENESS
CONSIDERATION
ACQUISITION

5.

Emotions
Customer Journey Map
01
Awereness
Consideration
Service
* Trust and Confidence
* Desire
* Reassurance
* Delight
* Pride
* Security
02
03
Acquisition
04
05
Loyalty
* Curiosity
* Anxiety and Hesitation
* Gratitude
* Excitement
* Relief
* Belonging
* FOMO
* Delivery frustration
* Empowerment

6.

Pain Points/Friction
Customer Journey Map
UNCLEAR
INFORMATION
ABOUT THE
PRODUCT IN-PERSON
01
LONG WAITING TIME
IN PHONE
CONVERSATION
03
02
PROBLEMS IN
MAKING A
PAYMENT WITH
VISA CARD
05
04
TOO MUCH
INTERACTION WITH
CUSTOMER
CONFUSING WEB
SITE WITH TOO
MUCH INFORMATION

7.

Unmet Expectations
Customer Journey Map
ACQUISITION
SERVICE
LOYALTY
EXPECTATIONS
CONSIDERATION
Consumers expect
reliable product info
online.
Smooth purchase with
Customers want a
multiple payment
wide product selection
options, including
to compare.
Apple Pay.
Helpful, knowledgeable Strong refund policy
staff to support in-store and reliable service
questions.
build loyalty.
REALITY
AWARENESS
Inconsistent stock info
between website and
stores leads to
frustration.
Limited in-store
options and
discrepancies with
online listings reduce
choices.
No Apple Pay
available, and limited
stock often forces
customers to
compromise.
Staff is supportive, but Despite product
customers face issues availability issues, the
due to inaccurate online solid refund policy
sustains loyalty.
stock details.

8.

Moments of Truth
Customer Journey Map
Second Moment of truth
Zero Moment of
truth
Positive Product Reviews and
Ratings
Ultimate Moment
of truth
03
Easy Return and
Exchange Process
01
First Moment of
truth
Interactive Product
Displays
Exceptional Product
Experience
Prompt Responses to
Reviews and Feedback
Detailed Product Information
and Comparisons
Knowledgeable Staff
04
02

9.

Time and Effort
Customer Journey Map
Time
Time to Market
Effort
High
Medium
Low
Customer
Response Time
Time to Purchase
Customer Effort
Score
Strategy
Development

10.

Customer Journey Map
Recommendations
02
04
Consistent Brand Voice
In-Store Product Knowledge
Enhanced Product
Comparisons
AWARENESS
01
Improve Online Visibility
Clear, Accurate Product
Information
CONSIDERATION
Responsive Customer
Support
ACQUISITION
SERVICE
LOYALTY
03
05
Smooth Checkout Process
Loyalty Rewards Program
Transparent Stock Availability
Regular Follow-Ups