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.

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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 

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More ways to connect  with Wendy  

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

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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.

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