How to Create a Customer Journey Map | Episode 144

Show Notes:

You’ve spent so much time curating an amazing brand, so now what? It’s important that your customers are having the beautiful experience in your dream shop that you intend for them, so creating a customer journey map can ensure that you are doing all you can to achieve that goal.

Key Touchpoints to Focus On in Your Customer’s Journey Map

  1. Customer’s “awareness” of your shop: All of the things you did to ATTRACT customers: your website, Google My Business, social media, your front window – can customers find info easily on how to contact you?  
  2. Customer’s first impression of your shop: Is the parking lot clean? Is it easy to park? How is the lighting in your shop? Are the mats clean? Did anyone greet the customer? 
  3. Customer’s experience while shopping: Is your store properly merchandised? Is it clean? Are your staff members pleasant and helpful?  Do you play music?
  4. Customer’s check out experience: Is your cash wrap neat? Are you offering conversation to your customer? Is the receipt process smooth? How are you and your team handling any missteps?
  5. Customer’s experience after they’ve left: Do you have things in place for them to refer you, to easily contact you with questions, to leave a review?
  6. Customer’s experience when they return: Is your staff good at recognizing repeat customers? Do you welcome them back?

As you walk through every touchpoint, the most important question to ask yourself is “What is my customer thinking and FEELING while they are experiencing every aspect of my brand and my shop?”

The customer’s journey map is ever-changing so be sure to go through this process regularly. This will help solidify your brand and improve your customer’s experience and in turn what they are saying about your business.

Listen on:  Apple Podcasts |Spotify | Radio Republic | YouTube | PlayerFM | Stitcher | iHeartRadio

customer journey map retail business
  • Pinterest
  • Facebook

Don’t forget to leave a review or star rating!

Resources Mentioned:

Retailer’s Inner Circle – My monthly coaching group for creative retailers

Related Podcasts Think You’ll Like:

Episode 141 – Are you Running the Store of Your Dreams?

Episode 139 – 6 Things to Focus on in 2023

Episode 97 – 5 Mistakes to Avoid on Your Website

Episode 126 – 10 Simple Ways to Level Up Your Shop

More Support from Wendy:

Retailer’s Inner Circle – Join Wendy inside the best retailer’s community

Wendy’s FREE Resources for shop owners 

Hang out and connect with Wendy on IG 

More ways to connect  with Wendy  

Retail Made Simple – Wendy’s on demand course for shop owners wanting more from their business


Hi there! I'm Wendy Batten, and I'm obsessed with helping independent shop owners like you achieve success.

With over 20 years of experience as a small business owner, I've owned several retail businesses along the way including a cafe, two retail shops, and a studio (and even a tae kwon do studio), learning first-hand the art of juggling all the balls.

I now dedicate my time to coaching hundred of retailers all around the world, sharing my expertise to help them organize their businesses and maximize profits, paychecks, and JOY in their day-to-day lives.

I created the support, programs, and community that I wish I'd had.

Whether you've been in business for years or are just starting out with your brick-and-mortar venture, you've come to the right place.

If you're serious about your business and ready to stop winging it, I'm here to inspire and guide you toward success.

I'm so happy you're here, and I can't wait to support you on your journey to thriving in the world of retail!



Subscribe Now

Subscribe to Creative Shop Talk so you never miss an episode covering the topics most important to creative retailers.

Share Some Love

Click here to review, select “Ratings and Reviews” and “Write a Review”. I may highlight you on an upcoming episode. Make sure you leave your business name, Instagram handle and location so I can give your shop a shoutout. 

Keep on listening …

Join the Conversation!

Thousands of independent shop owners have signed up to receive Wendy’s latest industry news and business help delivered straight to your inbox! Join us!

Weekly emails with news your business needs.

Pin It on Pinterest