Drawing Customer Journey Map: [Step 2] Touchpoint & Customers' Emotion

Once you figured out what actions your customers would take on your customer journey map (CJM) at step 1, we can add more information like what kind of Touchpoint customers would go with at each service moment and how they would feel during their journey. 🗺️

Simply to say, touchpoint is a point where/how your customers would interact at a specific action. 🙌 For example, it might be face-to-face when customers come to your shop and have services from them. It might be your shop's web page when they are checking for menu. Additionally, which device users are using also matters. 🖥️📱

Smart service can be the one that each action in a service is seamlessly connected, where the customers feel comfortable to use. 💖

Checking touchpoints and how customers would feel at each point helps make your service more pleasant and even advantageous. 😉

In this set, you can get

• a blank template to visualise touchpoints and customers' emotion on your CJM
• an example of CJM with touchpoints
• a how-to-use instruction to fill the template

If the number of actions on your CJM is more than 6, you can print one or more of the templates to reflect with all of the actions. 😊