5 customer journey examples

Creating your first customer journey is very difficult, even if you know the steps you need to follow to define and graph it. However, starting from a reference can make this process much easier. For this reason we would like to give you some Customer journey examples to help you evaluate customer experience.

The customer journey is a method used by many companies to understand the process their customers go through when interacting with their brands.

The graphical representation allows you to evaluate each touchpoint and find opportunities for improvement to improve the experience offered.

In this article, we've compiled the best examples to help you define your own. You will notice that some of them are more creative and others are more functional. Surely some of them can inspire you in this process.

What is it and why should I use a customer journey map?

A customer journey map (CJM) is a visual representation of all the steps and interactions a potential customer goes through during the buying process. It can take different forms and forms of presentation depending on the needs of each company.

With a customer journey map, you can map out all touchpoints to not only show them visually to all team members, but also to take action.

The most common method is to evaluate each point individually. Most Customer Experience Management platforms today offer the ability to use these maps as a guide for conducting assessments and identifying strengths and weaknesses in your business.

The most common mistakes when creating the customer journey

These are some of the mistakes you can make when creating your own customer journey.

• Not defining a clear goal. The first question you should ask yourself is: Why do I want to create the customer journey, what goals do I want to achieve and how do I want to quantify them?
• You haven’t precisely defined your customer persona. You need to go beyond traditional segmentation and understand exactly what your customers' motivations and expectations are at any given time.
• Drawing the customer journey according to your ideas. It is very common for the owner of the process or responsible area who knows it best to help you with the customer journey. However, this is a common mistake because the most important thing is that the customer's perception is always taken into account.
• Create a customer journey for each area. The customer perceives his journey as unique and does not need to know whether one phase depends on one department and the next on another.
• Making it too complex. It is important, especially at the beginning, to avoid depicting the customer journey becoming too complex. It should be easy to understand for all departments and employees involved.

Customer journey examples you should know

Customer journey maps come in many different forms. Here are some examples we have selected for you:.

Example 1: Customer journey for health insurance

This is another customer journey example that brings us closer to CX strategy. The regulation forces even the world's largest banks to focus on each individual customer.

The finance, insurance and banking sectors are overcrowded. Many companies compete for customers. Leveraging customer experience insights could help them stand out from the competition. Improving the CX strategy and focusing on the customer promotes customer loyalty.

Example 2: The LEGO Experience Wheel

This is a wheel of experiences that shows the analysis of a flight to New York in a simple and exciting way. In the middle part of the picture the characteristics of the person are mentioned. The next circle shows three levels of experiences before, during and after the flight. Each stage is also labeled with an emotion that reflects positive, neutral or negative shopping experiences.

This form of map is a great approach to see the company's product or service from the customer's perspective.

Example 3: The car buyer’s journey

The customer journey example breaks down the methods customers use to obtain information when buying a car and which factors are beneficial to them.

The car buyer's journey extends from the initial research phase through engagement, experience (e.g. test drive), purchase, and customer endorsement of your vehicle brand.

It gives companies good insight into how customers learn about the solutions they offer. It even makes it easier to find the solutions that are most popular with customers.

Read more: Find out more about the BuyerJourney

Example 4: The Starbucks Customer Journey

This Starbucks Customer Journey follows a chronological style that outlines the different touchpoints and a foundation for the enriched experience.

Although the map is probably not suitable for e-commerce, it shows in an inspiring way the possible areas and emotions a customer might feel at each stage.

If you're thinking about creating your own customer journey, consider following this example.

Example 5: B2B Customer Journey Map

This customer journey example for B2B customers is structured to break down the journey step by step and tailor each step to the customer's goals.

The system makes it like walking in the customer's shoes.

It is important to understand how customers relate to your business and know what needs to be improved from the customer's perspective and their experience. This customer journey map example illustrates this in a B2B environment.

At QuestionPro, we know that all this information can be overwhelming and that it can be intimidating to start creating a customer journey without help. That's why we've created a customer journey template that we hope can help you outline your customers' stages, UX, and overall satisfaction with your brand.

How to get the most out of your customer journey maps with QuestionPro CX

To create your own customer journey, you can get inspiration from one of these customer journey examples. In the end, remember to select and customize the customer journey map that best illustrates the touchpoints with your customers.

This allows your team to focus on what needs to be improved to optimize the customer experience and drive customer loyalty with the customer journey map style that best suits and represents your brand.

However, choosing the best customer journey example for your business is just the beginning. If you really want to get the most out of it, you need to evaluate the level of satisfaction and the feeling your brand creates in your customers.

Tools like Closed Loop, NPS+, Sentiment Analysis, and Promoter Amplification, powered by the QuestionPro CX Customer Experience Management platform, can help your team score every touchpoint with actionable intelligence to deliver the best experience to your customers.

QuestionPro also has customer journey mapping software that allows you to easily create and track your customer journey. Ask us for more information and we will guide you in creating your customer journey.

If you would like to learn more about our various tools, we invite you to request a free demo to take full advantage of QuestionPro CX.

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KEYWORDS OF THIS BLOG POST

Customer Journey | Customer Journey Map