Customer Journey Planner

Map the journey a customer actually takes, not the one the org chart assumes they take

IN PREPARATION

About this toolkit

A practical Marketing & Business Growth toolkit that helps owners and managers use evidence, make deliberate choices and turn them into owned action. Map the journey a customer actually takes, not the one the org chart assumes they take.

What this toolkit helps you achieve

Map the real customer journey
Diagnose friction and ownership gaps
Redesign and monitor priority stages

What’s included

The Four-Part Journey Cycle: Map, Diagnose, Redesign, Monitor
The Five Golden Rules of customer journey mapping, on one page
A plain-English guide to the four pillars a customer journey map rests on: Touchpoints, Customer Emotions & Expectations, Friction Points, Stage Ownership
A worksheet and checklist for building and running a customer journey map
A twelve-question coaching bank for the conversation before, during and after diagnosing friction

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Best for

Owners and managers improving customer experience using evidence across every touchpoint.

Expected practical outcome

Map the journey stage by stage as customers actually experience it, not as the org chart assumes it runs. Diagnose friction with real evidence, customer feedback, drop-off data, complaints, before redesigning anything, and treat monitoring as an ongoing habit, not a box ticked once the map is finished.