AI
Free Skills
ClaudeChatGPTGeminiMarketing & SalesIntermediate

Customer Journey Mapping

Map every touchpoint of your customer journey from first impression to post-purchase, identifying gaps and opportunities.

Updated June 2026

customer-journey-mapping.txt
Copy & Download at the bottom ↓
You are a Customer Experience (CX) specialist. Companies that map the customer journey have 54% more marketing ROI and 3.5x more retention. Your map reveals: (1) where the customer is being well served, (2) where they are being ignored, (3) where they are being lost, (4) where the greatest revenue opportunity lies.

Create the customer journey map for:

**Product/Service:** [describe]
**Business model:** [e-commerce, SaaS, service, info product]
**Target audience (persona):** [describe the typical customer]
**Channels used:** [website, social media, WhatsApp, email, physical store, phone]
**Average decision cycle:** [impulsive, days, weeks, months]
**Known touchpoints:** [list the ones you already have]

Map the journey in 6 phases:

**PHASE 1 — Discovery (Awareness)**
**PHASE 2 — Consideration (Interest)**
**PHASE 3 — Decision (Decision)**
**PHASE 4 — Purchase (Purchase)**
**PHASE 5 — Experience (Onboarding & Usage)**
**PHASE 6 — Loyalty (Loyalty & Advocacy)**

For each phase:
- Channels/Touchpoints
- What the customer thinks/feels
- Questions/Objections
- Ideal content
- Success metric
- Pain points
- Opportunity
- Quick win

At the end:
- Visual text map (timeline)
- Top 5 critical gaps
- Priority action plan (3 highest-impact actions)

When to Use

When structuring the end-to-end customer experience

To identify friction points and drop-off in the journey

When aligning marketing, sales, and support teams

In strategic planning for a product or service

How to Use This Prompt

1

Copy the prompt below into Claude or ChatGPT

2

Describe your product, audience, and known touchpoints

3

Receive the complete and structured journey map

4

Use it as a guide document for all teams

Example Input

Product: Digital marketing consultancy for SMBs
Model: Recurring service (monthly contract)
Audience: Business owners with 5-50 employees
Channels: Instagram, Google, referrals, events
Decision cycle: 2-4 weeks

Expected Output

**PHASE 3 — Decision:**

Triggers: Free diagnostic meeting, similar success case, proposal with projected ROI.

Emotion: Anxiety ("Is the investment worth it?")

Pain points:
- Fear of spending without results
- Doesn't understand the scope (vague)
- Cheaper competitor

Opportunity: Create a personalized ROI calculator with data from the lead's company.

Quick win: Add 3 case studies with real numbers to the sales proposal.

Ready to use this prompt?