{"id":17751,"date":"2019-05-29T12:18:34","date_gmt":"2019-05-29T12:18:34","guid":{"rendered":"https:\/\/www.process.st\/templates\/customer-journey-map-template\/"},"modified":"2024-03-15T14:17:53","modified_gmt":"2024-03-15T14:17:53","slug":"customer-journey-map-template","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/customer-journey-map-template\/","title":{"rendered":"Customer Journey Map Template"},"content":{"rendered":"\n<section id=\"introduction\">\n <h2>Introduction:<\/h2>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/28595b4b-fa5f-4513-bf5c-fcc9e434de35\/nLPjnlcqnuRWHowGcIBA3w.png\" alt=\"Introduction:\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/28595b4b-fa5f-4513-bf5c-fcc9e434de35\/nLPjnlcqnuRWHowGcIBA3w.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p>The most intelligent way to oversee a customer\u2019s experience with your business is to utilize a customer journey map template. Modern companies understand the benefits of journey mapping: Esteban Kolsky's research found that <a href=\"https:\/\/www.huffpost.com\/entry\/50-important-customer-exp_b_8295772?guccounter=1&amp;guce_referrer=aHR0cHM6Ly93d3cubmV4dGl2YS5jb20vYmxvZy9jdXN0b21lci1zZXJ2aWNlLXN0YXRpc3RpY3MuaHRtbA&amp;guce_referrer_sig=AQAAAAvsTYlLfHdwPPK19HyJShfKRbwBoZjPTFfA8EjOKQxYswnuwIbzkWxDk7M0I-MC1i2kdLaeJ5SwmNgsh0qkZGgnbgfohEa4nfsKnWxUqEbe_G4BllDBTgWo-GTQltjiOVyUzpC5GN5n_L1MWoO3-KvOYt_HAxz96zylRllPMw5r\" rel=\"nofollow noopener\" target=\"_blank\">34% of companies are now implementing customer journey maps<\/a>.<\/p>\n  <p>By using this customer journey map in <a href=\"https:\/\/www.process.st\/\" rel=\"nofollow noopener\" target=\"_blank\"><strong>Process Street<\/strong><\/a>, the map itself appears in a <strong>concise<\/strong>, <strong>step-by-step <a href=\"http:\/\/process.st\/help\/docs\/running-checklists\" rel=\"nofollow noopener\" target=\"_blank\">checklist<\/a><\/strong> form \u2014 something which visual journey maps such as charts do not offer. Going step-by-step, stage-by-stage, and phase-by-phase, you can <strong>follow the process down to the minute detail<\/strong>.<\/p>\n  <p>Are you ready to create a fun, fast, and faultless customer journey map?<\/p>\n  <p>It\u2019s time for discovery.<\/p>\n <\/div>\n<\/section>\n<section id=\"the-customer-persona\">\n <h2>The customer persona:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\">Before jumping into the customer journey itself, it's pivotal to <strong>clearly define the customer persona<\/strong>. The next section includes tasks to help you create that persona.<\/p>\n  <p class=\"style-warning\">This customer journey map template makes use of&nbsp;<strong>variables.&nbsp;<\/strong>Variables pull the data you put in certain task fields, so the data can appear and be viewed again later. To learn more about variables, <a href=\"https:\/\/www.process.st\/help\/docs\/variables\/\" rel=\"nofollow noopener\" target=\"_blank\">we've written an easy-to-read guide<\/a>.&nbsp;<\/p>\n <\/div>\n<\/section>\n<section id=\"add-basic-customer-details\">\n <h2>Add basic customer details<\/h2>\n <div class=\"text-content\">\n  <p><strong>Add basic customer persona details below.&nbsp;<\/strong><\/p>\n  <p>The first step of creating a customer persona is giving them a <strong>name<\/strong>, among other basic details, such as an <strong>email<\/strong>, <strong>website<\/strong>, and <strong>location<\/strong>.<\/p>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer's name <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"email-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer's email <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"url-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer's website <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer's location <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"include-their-demographic\">\n <h2>Include their demographic<\/h2>\n <div class=\"text-content\">\n  <p><strong>Include details about the customer persona's demographic.<\/strong><\/p>\n  <p>Demographic plays a huge role in marketing:<strong> solidifying<\/strong>&nbsp;what kind of <strong>demographic<\/strong> a company wants to target is essential for finding the right customers.<\/p>\n <\/div>\n <div class=\"file-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Photo of customer <\/label>\n   <div class=\"file-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-upload btn-icon\"><\/i> File will be uploaded here <\/button>\n   <\/div>\n  <\/div>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer's gender <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer's age <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer's income level <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"video-content\">\n  <div class=\"iframe-container\">\n   <iframe src=\"https:\/\/www.youtube.com\/embed\/qZUUjq4ZEfY?modestbranding=1&amp;showinfo=0\" frameborder=\"0\" allowfullscreen=\"true\"> <\/iframe>\n  <\/div><!-- No description -->\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\">(<a href=\"https:\/\/www.youtube.com\/watch?v=qZUUjq4ZEfY\" rel=\"nofollow noopener\" target=\"_blank\">Source<\/a>)<\/p>\n <\/div>\n<\/section>\n<section id=\"apply-a-line-of-work\">\n <h2>Apply a line of work<\/h2>\n <div class=\"text-content\">\n  <p><strong>Apply a line of work to your customer persona.<\/strong><\/p>\n  <p>By giving the customer persona a <strong>job sector<\/strong> and <strong>job title<\/strong>, you can further <strong>define<\/strong> the <strong>customer base<\/strong> you're looking to attract.<\/p>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer's field of work <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer's job title <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"note-down-their-goals\">\n <h2>Note down their goals<\/h2>\n <div class=\"text-content\">\n  <p><strong>Note down a list of goals for your customer persona.&nbsp;<\/strong><\/p>\n  <p><strong>Listing<\/strong> down the <strong>goals<\/strong> of your customer persona can help you <strong>make those goals a reality<\/strong>. A goal for this persona might be to store information of all their users in one place. If you're a CRM provider, for instance, think about&nbsp;<strong>how<\/strong> you can help them achieve their goals.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> List of goals <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"analyze-collated-persona-information\">\n <h2>Analyze collated persona information<\/h2>\n <div class=\"text-content\">\n  <p><strong>Analyze the collated information and edit as necessary in the text field.<\/strong><\/p>\n  <p>All the information you put in regarding the persona can be <strong>read below<\/strong>. Read through it to ensure that it matches the customer persona and customer base you want to target.<\/p>\n <\/div>\n <div class=\"text-content\">\n  <h5>Persona overview<\/h5>\n  <hr>\n  <p><strong>Name:<\/strong><br>\n   {{form.Customer's_name}}<\/p>\n  <p><strong>Email:<\/strong><br>\n   {{form.Customer's_email}}<\/p>\n  <p><strong>Website:<\/strong><br>\n   {{form.Customer's_website}}<\/p>\n  <p><strong>Location:<\/strong><br>\n   {{form.Customer's_location}}<\/p>\n  <p><strong>Photo:<br><\/strong>{{form.Photo_of_customer}}<\/p>\n  <p><strong>Gender:<\/strong><br>\n   {{form.Customer's_gender}}<\/p>\n  <p><strong>Age:<\/strong><br>\n   {{form.Customer's_age}}<\/p>\n  <p><strong>Field of work:<\/strong><br>\n   {{form.Customer's_field_of_work}}<br><br><strong>Job title:<\/strong><br>\n   {{form.Customer's_job_title}}<br><br><strong>Their goals:<\/strong><br>\n   {{form.List_of_goals}}<\/p>\n <\/div>\n<\/section>\n<section id=\"the-customers-journey\">\n <h2>The customer's journey:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\">Now that the customer persona has been clearly defined, it's time to <strong>dive into the customer journey<\/strong> itself. It begins at initial acknowledgment, and moves through the whole process until the end - the post-adoption stage.<\/p>\n  <p class=\"style-warning\">If you're on the Business Pro plan, you can make use of&nbsp;<strong>role assignments&nbsp;<\/strong>during the customer journey.<br><br>\n   Seeing as you might need input from somebody on the marketing or customer service team, <strong>assign a specific task<\/strong> to them to complete,<strong> using<\/strong> t<strong>he 'assign' button<\/strong>. <a href=\"https:\/\/www.process.st\/help\/docs\/role-assignments\/\" rel=\"nofollow noopener\" target=\"_blank\">Learn more about this useful feature here<\/a>.<\/p>\n <\/div>\n<\/section>\n<section id=\"initial-acknowledgment\">\n <h2>Initial acknowledgment:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\">In this phase, the <strong>customer<\/strong> is <strong>not yet a consumer<\/strong> of the product - and maybe not of any other similar products, either.<\/p>\n <\/div>\n<\/section>\n<section id=\"consider-their-initial-thoughts\">\n <h2>Consider their initial thoughts<\/h2>\n <div class=\"text-content\">\n  <p><strong>Consider the customer's initial thoughts after noticing your product for the first time.<\/strong><\/p>\n  <p><strong>Put yourself in<\/strong> <strong>the shoes<\/strong> of the <strong>persona<\/strong> you've created. <br><br>\n   What are their initial thoughts after seeing your product or service for the first time? <br><br>\n   Will they think their goals could be met with it? <br><br>\n   Would they think of other competitors first?<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Thoughts during acknowledgment <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/aa77d20a-3cdc-4e77-95f1-75ddc0a613d4\/sUxUwyEVMxr5DEYSbhJMSw.jpeg\" alt=\"Consider their initial thoughts\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/aa77d20a-3cdc-4e77-95f1-75ddc0a613d4\/sUxUwyEVMxr5DEYSbhJMSw.jpeg\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\">(<a href=\"https:\/\/unsplash.com\/photos\/un1s8VOLRC0\" rel=\"nofollow noopener\" target=\"_blank\">Source<\/a>)<\/p>\n <\/div>\n<\/section>\n<section id=\"contemplate-their-next-steps\">\n <h2>Contemplate their next steps<\/h2>\n <div class=\"text-content\">\n  <p><strong>Contemplate the steps the persona would take after initial acknowledgment.<\/strong><\/p>\n  <p>The persona you've created will take <strong>steps after acknowledging<\/strong> your product or service. The steps could be as simple as pressing the 'back' button off your website, or finding your contact page to start a conversation.&nbsp;<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Steps during acknowledgment <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"formulate-idea-for-customer-service-interaction\">\n <h2>Formulate idea for customer service interaction<\/h2>\n <div class=\"text-content\">\n  <p><strong>Formulate ideas on how your customer service team can engage with the customer.<\/strong><\/p>\n  <p>Seeing as the customer isn't yet a consumer in this phase, the options are slightly limited. Think of non-intrusive ways that the <strong>customer service team could<\/strong>&nbsp;<strong>trigger interest<\/strong>.<\/p>\n  <p>For instance, would a real-time chat widget on your website be a useful form of engagement?&nbsp;<\/p>\n  <p>What about a welcome message?<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Interaction during acknowledgment phase <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"engagement\">\n <h2>Engagement:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\"><strong>Engagement<\/strong> is when the <strong>customer<\/strong> starts playing <strong>an active role<\/strong> in the process. They're consciously interested enough in the product or service to start interacting with the brand themselves.<\/p>\n <\/div>\n<\/section>\n<section id=\"think-of-this-personas-thoughts\">\n <h2>Think of this persona's thoughts<\/h2>\n <div class=\"text-content\">\n  <p><strong>Think of and write down this persona's thoughts during the engagement phase.&nbsp;<\/strong><\/p>\n  <p>The customer persona is interested. They're debating their choices and thinking of their options. Think about <strong>what's going through their mind<\/strong> during this stage.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Thoughts during engagement <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"gauge-the-personas-following-actions\">\n <h2>Gauge the persona's following actions<\/h2>\n <div class=\"text-content\">\n  <p><strong>Gauge what the persona will do during the engagement phase.&nbsp;<\/strong><\/p>\n  <p>They're engaging with your brand, product, or service, but within this engagement, there's <strong>a myriad of actions<\/strong>. They could be conducting online information searches, or visiting your billing section, for example.<\/p>\n  <p>Write down your findings after gauging their actions.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Actions during engagement <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"plan-direct-interaction-from-the-customer-service-team\">\n <h2>Plan direct interaction from the customer service team<\/h2>\n <div class=\"text-content\">\n  <p><strong>Plan direct interaction from the customer service team by using the text field below.<\/strong><\/p>\n  <p>Make the most of the persona's interest by interacting with them - this is where the customer service team comes in. Think about the <strong>best way to communicate<\/strong> and<strong> attract this type of persona<\/strong> either with emails, phone calls, video calls, IMs, DMs, or letters.<\/p>\n  <p>For inspiration, why not check out our free <a href=\"https:\/\/www.process.st\/customer-success-guide\/\" rel=\"nofollow noopener\" target=\"_blank\">customer success guide<\/a> eBook? Read The Complete Guide to Customer Success for SaaS Companies now.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Interaction during engagement phase <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/9ca29813-beeb-4681-a3ce-5d063b1debb4\/iAO_e6sM2Ttx265SqRFGEw.jpeg\" alt=\"Plan direct interaction from the customer service team\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/9ca29813-beeb-4681-a3ce-5d063b1debb4\/iAO_e6sM2Ttx265SqRFGEw.jpeg\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\">(<a href=\"https:\/\/unsplash.com\/photos\/sggw4-qDD54\" rel=\"nofollow noopener\" target=\"_blank\">Source<\/a>)<\/p>\n <\/div>\n<\/section>\n<section id=\"adoption\">\n <h2>Adoption:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\">The persona <strong>has now adopted<\/strong> the product or service, making it a new part of their work or personal life. This isn't the final step, however: <strong>adoption<\/strong> <strong>does&nbsp;not&nbsp;mean retention<\/strong>.<\/p>\n <\/div>\n<\/section>\n<section id=\"outline-customers-thoughts\">\n <h2>Outline customer's thoughts<\/h2>\n <div class=\"text-content\">\n  <p><strong>Outline the customer's thoughts during the adoption phase.<\/strong><\/p>\n  <p>Adoption merely means the product or service is being used - it doesn't mean it'll be used by the persona&nbsp;<strong>forever.&nbsp;<\/strong>Think of the <strong>thoughts<\/strong> that may be <strong>running through the persona's head<\/strong> at this point in their journey.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Thoughts during adoption <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"assume-customers-next-actions\">\n <h2>Assume customer's next actions<\/h2>\n <div class=\"text-content\">\n  <p><strong>Assume the actions that will be taken during the adoption stage.<\/strong><\/p>\n  <p>During adoption, the persona will be <strong>using your service<\/strong> or <strong>testing your product<\/strong>, ensuring that it's a good fit for their field of work. <strong>Assume specific actions<\/strong> that this persona will carry out, then note those actions in the text field.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Actions during adoption <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"create-action-plans-for-customer-service-interaction\">\n <h2>Create action plan(s) for customer service interaction<\/h2>\n <div class=\"text-content\">\n  <p><strong>Create action plan(s) for the customer service team to interact with the customer.<\/strong><\/p>\n  <p>Customer service interaction can help the customer on their journey. During this stage, the team can <strong>help alleviate any pain points<\/strong>, and&nbsp;<strong>bolster the positives<\/strong>. Create a plan of action(s) for the service team; <strong>a list of statements or questions<\/strong>, and<strong> when to say or ask them<\/strong>.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Interaction during adoption phase <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/af383bf2-af60-46b5-9b04-29f1905027e6\/iYOpEhW2a314VyOqG8VPXw.jpeg\" alt=\"Create action plan(s) for customer service interaction\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/af383bf2-af60-46b5-9b04-29f1905027e6\/iYOpEhW2a314VyOqG8VPXw.jpeg\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\">(<a href=\"https:\/\/unsplash.com\/photos\/vZJdYl5JVXY\" rel=\"nofollow noopener\" target=\"_blank\">Source<\/a>)<\/p>\n <\/div>\n<\/section>\n<section id=\"postadoption\">\n <h2>Post-adoption:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\">The post-adoption phase is also known as the consumption phase: the time in which the persona is heavily interacting with the business, maybe even on a daily basis.<br><br><br>\n   To keep a customer a customer (as opposed to a past user) the persona needs to be <strong>assisted<\/strong>,<strong> supported<\/strong>, and <strong>engaged<\/strong> with. Therefore, the next tasks focus on<strong> retention.<\/strong><\/p>\n <\/div>\n<\/section>\n<section id=\"consider-ways-to-help-customer-postadoption\">\n <h2>Consider ways to help customer post-adoption<\/h2>\n <div class=\"text-content\">\n  <p><strong>Consider multiple ways in which you can help, assist, and support the customer post-adoption.<\/strong><\/p>\n  <p>The <strong>post-adoption<\/strong> stage is<strong>&nbsp;as crucial<\/strong> as all the stages before it. By considering ways your business and customer service team can <strong>help the customer pre-emptively<\/strong>, <a href=\"https:\/\/www.intercom.com\/blog\/customer-retention-5-best-practices-6-strategies-for-low-churn\/\" rel=\"nofollow noopener\" target=\"_blank\">the more likely the customer in question will <strong>bond with the business<\/strong><\/a>.&nbsp;<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Help during post-adoption <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"plan-postadoption-interaction\">\n <h2>Plan post-adoption interaction<\/h2>\n <div class=\"text-content\">\n  <p><strong>Plan a post-adoption interaction schedule.<\/strong><\/p>\n  <p>There's a fine line between spamming the customer and ignoring them. Plan a post-adoption interaction schedule for the customer so that the customer <strong>persona feels appreciated<\/strong>, <strong>rather than<\/strong>&nbsp;feeling <strong>bogged down incessant interaction.<\/strong> While noting down the <strong>schedule<\/strong>, also mention the <strong>mediums<\/strong> in which the interaction will take place, e.g. email.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Interaction during post-adoption <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"assign-the-map-to-directors\">\n <h2>Assign the map to directors:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-warning\"><strong>Assigning<\/strong> certain <strong>users<\/strong> to tasks is a great way to <strong>get their insight<\/strong>. Here, you'll be assigning both the customer service director and the director to get their feedback on the completed persona and their journey.<br><br>\n   To read more on task assignments and assigning others, <a href=\"https:\/\/www.process.st\/help\/docs\/task-assignments\/\" rel=\"nofollow noopener\" target=\"_blank\">read more via our guide here<\/a>.<\/p>\n <\/div>\n<\/section>\n<section id=\"assign-map-to-a-customer-service-director\">\n <h2>Assign map to a customer service director<\/h2>\n <div class=\"text-content\">\n  <p><strong>Assign the completed map to a customer service director.&nbsp;<\/strong><\/p>\n  <p>Seeing as a customer journey map is at the intersection of marketing and customer service, have your <strong>customer service director<\/strong> <strong>assigned<\/strong> to the checklist so they can <strong>examine<\/strong> the <strong>map<\/strong>.<\/p>\n  <p>If they have any comments or suggestions, they can be made in the comment section below.<\/p>\n <\/div>\n <div class=\"text-content\">\n  <hr>\n  <h5>Persona and their journey<\/h5>\n  <p><strong>Name:<\/strong><br>\n   {{form.Customer's_name}}<\/p>\n  <p><strong>Email:<\/strong><br>\n   {{form.Customer's_email}}<\/p>\n  <p><strong>Website:<\/strong><br>\n   {{form.Customer's_website}}<\/p>\n  <p><strong>Location:<\/strong><br>\n   {{form.Customer's_location}}<\/p>\n  <p><strong>Photo:<br><\/strong>{{form.Photo_of_customer}}<\/p>\n  <p><strong>Gender:<\/strong><br>\n   {{form.Customer's_gender}}<\/p>\n  <p><strong>Age:<\/strong><br>\n   {{form.Customer's_age}}<\/p>\n  <p><strong>Field of work:<\/strong><br>\n   {{form.Customer's_field_of_work}}<br><br><strong>Job title:<\/strong><br>\n   {{form.Customer's_job_title}}<br><br><strong>Their goals:<\/strong><br>\n   {{form.List_of_goals}}<\/p>\n  <hr>\n  <h5>Initial acknowledgment<\/h5>\n  <p><strong>Thoughts during acknowledgment:<br><\/strong>{{form.Thoughts_during_acknowledgment}}<\/p>\n  <p><strong>Steps during acknowledgment:<br><\/strong>{{form.Steps_during_acknowledgment}}<\/p>\n  <p><strong>Interaction during acknowledgment phase:<br><\/strong>{{form.Interaction_during_acknowledgment_phase}}<\/p>\n  <hr>\n  <h5>Engagement<\/h5>\n  <p><strong>Thoughts during engagement:<\/strong><br>\n   {{form.Thoughts_during_engagement}}<\/p>\n  <p><strong>Actions during engagement:<\/strong><br>\n   {{form.Actions_during_engagement}}<\/p>\n  <p><strong>Interaction during engagement phase:<br><\/strong>{{form.Interaction_during_engagement_phase}}<\/p>\n  <hr>\n  <h5>Adoption<\/h5>\n  <p><strong>Thoughts during adoption:<\/strong><br>\n   {{form.Thoughts_during_adoption}}<\/p>\n  <p><strong>Actions during adoption:<\/strong><br>\n   {{form.Actions_during_adoption}}<\/p>\n  <p><strong>Interaction during adoption phase:<br><\/strong>{{form.Interaction_during_adoption_phase}}<\/p>\n  <hr>\n  <h5>Post-adoption<\/h5>\n  <p><strong>Interaction during post-adoption:<br><\/strong>{{form.Interaction_during_post-adoption}}<\/p>\n  <p><strong>Help during post-adoption:<br><\/strong>{{form.Help_during_post-adoption}}<\/p>\n <\/div>\n <div class=\"text-content\">\n  <p>Simply use the Members form field below to&nbsp;<strong>assign the customer service director&nbsp;<\/strong>to approve the customer journey map.<\/p>\n  <p class=\"style-info\">Check out our Knowledge Base for more information on the <a href=\"https:\/\/www.process.st\/help\/docs\/approvals\/\" rel=\"nofollow noopener\" target=\"_blank\">approvals<\/a> feature.<\/p>\n <\/div>\n <div class=\"members-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer service director <\/label> <select disabled class=\"form-control\"> <option value=\"A member or group will be selected here\">A member or group will be selected here<\/option> <\/select>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"assign-map-to-a-marketing-director\">\n <h2>Assign map to a marketing director<\/h2>\n <div class=\"text-content\">\n  <p><strong>Assign a marketing director to the checklist to review the map.<\/strong><\/p>\n  <p>Both a customer service director and <strong>marketing director<\/strong> should <strong>inspect<\/strong> the <strong>map<\/strong> before it is edited and completed, seeing as their teams are both involved with its creation.&nbsp;<\/p>\n  <p>If the marketing director has any comments or suggestions, they can make them in the comment section below.<\/p>\n <\/div>\n <div class=\"text-content\">\n  <hr>\n  <h5>Persona and their journey<\/h5>\n  <p><strong>Name:<\/strong><br>\n   {{form.Customer's_name}}<\/p>\n  <p><strong>Email:<\/strong><br>\n   {{form.Customer's_email}}<\/p>\n  <p><strong>Website:<\/strong><br>\n   {{form.Customer's_website}}<\/p>\n  <p><strong>Location:<\/strong><br>\n   {{form.Customer's_location}}<\/p>\n  <p><strong>Photo:<br><\/strong>{{form.Photo_of_customer}}<\/p>\n  <p><strong>Gender:<\/strong><br>\n   {{form.Customer's_gender}}<\/p>\n  <p><strong>Age:<\/strong><br>\n   {{form.Customer's_age}}<\/p>\n  <p><strong>Field of work:<\/strong><br>\n   {{form.Customer's_field_of_work}}<br><br><strong>Job title:<\/strong><br>\n   {{form.Customer's_job_title}}<br><br><strong>Their goals:<\/strong><br>\n   {{form.List_of_goals}}<\/p>\n  <hr>\n  <h5>Initial acknowledgment<\/h5>\n  <p><strong>Thoughts during acknowledgment:<br><\/strong>{{form.Thoughts_during_acknowledgment}}<\/p>\n  <p><strong>Steps during acknowledgment:<br><\/strong>{{form.Steps_during_acknowledgment}}<\/p>\n  <p><strong>Interaction during acknowledgment phase:<br><\/strong>{{form.Interaction_during_acknowledgment_phase}}<\/p>\n  <hr>\n  <h5>Engagement<\/h5>\n  <p><strong>Thoughts during engagement:<\/strong><br>\n   {{form.Thoughts_during_engagement}}<\/p>\n  <p><strong>Actions during engagement:<\/strong><br>\n   {{form.Actions_during_engagement}}<\/p>\n  <p><strong>Interaction during engagement phase:<br><\/strong>{{form.Interaction_during_engagement_phase}}<\/p>\n  <hr>\n  <h5>Adoption<\/h5>\n  <p><strong>Thoughts during adoption:<\/strong><br>\n   {{form.Thoughts_during_adoption}}<\/p>\n  <p><strong>Actions during adoption:<\/strong><br>\n   {{form.Actions_during_adoption}}<\/p>\n  <p><strong>Interaction during adoption phase:<br><\/strong>{{form.Interaction_during_adoption_phase}}<\/p>\n  <hr>\n  <h5>Post-adoption<\/h5>\n  <p><strong>Interaction during post-adoption:<br><\/strong>{{form.Interaction_during_post-adoption}}<\/p>\n  <p><strong>Help during post-adoption:<br><\/strong>{{form.Help_during_post-adoption}}<\/p>\n <\/div>\n <div class=\"text-content\">\n  <p>Using the Members form field below,&nbsp;<strong>assign the marketing director&nbsp;<\/strong>to approve the customer journey map.<\/p>\n  <p class=\"style-info\">Check out our Knowledge Base for more information on the <a href=\"https:\/\/www.process.st\/help\/docs\/approvals\/\" rel=\"nofollow noopener\" target=\"_blank\">approvals<\/a> feature.<\/p>\n <\/div>\n <div class=\"members-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Marketing director <\/label> <select disabled class=\"form-control\"> <option value=\"A member or group will be selected here\">A member or group will be selected here<\/option> <\/select>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"approval-customer-journey-map-customer-service-director\">\n <h2>Approval: Customer journey map (customer service director)<\/h2>\n <div class=\"approval-content\">\n  <div class=\"header\">\n   <div class=\"list-title\">\n    Will be submitted for approval:\n   <\/div>\n  <\/div>\n  <div class=\"approval-rule-subject-tasks-list\">\n   <ul class=\"list\">\n    <li>\n     <div class=\"approval-rule-subject-tasks-list-item\">\n      <div class=\"item\">\n       <div class=\"container\">\n        <span class=\"title\">Assign map to a customer service director<\/span>\n        <div class=\"body\">\n         Will be submitted\n        <\/div>\n       <\/div>\n      <\/div>\n     <\/div><\/li>\n   <\/ul>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"approval-customer-journey-map-marketing-director\">\n <h2>Approval: Customer journey map (marketing director)<\/h2>\n <div class=\"approval-content\">\n  <div class=\"header\">\n   <div class=\"list-title\">\n    Will be submitted for approval:\n   <\/div>\n  <\/div>\n  <div class=\"approval-rule-subject-tasks-list\">\n   <ul class=\"list\">\n    <li>\n     <div class=\"approval-rule-subject-tasks-list-item\">\n      <div class=\"item\">\n       <div class=\"container\">\n        <span class=\"title\">Assign map to a marketing director<\/span>\n        <div class=\"body\">\n         Will be submitted\n        <\/div>\n       <\/div>\n      <\/div>\n     <\/div><\/li>\n   <\/ul>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"customer-overview\">\n <h2>Customer overview:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\">After careful consideration of&nbsp;<strong>who<\/strong> the customer is,&nbsp;<strong>what&nbsp;<\/strong>they want,&nbsp;<strong>why&nbsp;<\/strong>they think the way they do,&nbsp;and <strong>how&nbsp;<\/strong>they would go about product\/service adoption,&nbsp;you've constructed a clear portrait of the persona. You've also established actionable steps for your company to attract and retain the customer.<br><br>\n   Now it's time to <strong>take the journey yourself&nbsp;<\/strong>and make any last changes to the persona before exporting the data.<\/p>\n <\/div>\n<\/section>\n<section id=\"take-the-journey-yourself\">\n <h2>Take the journey yourself<\/h2>\n <div class=\"text-content\">\n  <p><strong>Imagine yourself as the customer persona and note down any findings.<\/strong><\/p>\n  <p>The best way to ensure the journey map concept is solid is by <strong>taking the journey yourself<\/strong>. Retrace your steps and look at the initial answers you gave. Do they fit? Do the actions make sense? Think from the persona's P.O.V.<\/p>\n  <p>For any <strong>notes<\/strong>, <strong>comments<\/strong>, or <strong>additions<\/strong> you'd like to make, <strong>write them<\/strong> down in the <strong>text box<\/strong> underneath.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Notes from your journey <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"analyze-the-persona-and-their-journey\">\n <h2>Analyze the persona and their journey<\/h2>\n <div class=\"text-content\">\n  <p><strong>Analyze the overall persona and their journey.<\/strong><\/p>\n  <p>Now that the journey's been completed and it has resulted in retention from your customer, it's time to <strong>analyze the overall persona<\/strong> and<strong> their entire journey<\/strong> to ensure they answers you've given are the best fit.<\/p>\n  <p>Look for ways to <strong>improve the persona's journey<\/strong>, and if additional steps or interactions could be added, <strong>use the redrafting box<\/strong> below to make those edits.<\/p>\n <\/div>\n <div class=\"text-content\">\n  <hr>\n  <h5>Persona and their journey<\/h5>\n  <p><strong>Name:<\/strong><br>\n   {{form.Customer's_name}}<\/p>\n  <p><strong>Email:<\/strong><br>\n   {{form.Customer's_email}}<\/p>\n  <p><strong>Website:<\/strong><br>\n   {{form.Customer's_website}}<\/p>\n  <p><strong>Location:<\/strong><br>\n   {{form.Customer's_location}}<\/p>\n  <p><strong>Photo:<br><\/strong>{{form.Photo_of_customer}}<\/p>\n  <p><strong>Gender:<\/strong><br>\n   {{form.Customer's_gender}}<\/p>\n  <p><strong>Age:<\/strong><br>\n   {{form.Customer's_age}}<\/p>\n  <p><strong>Field of work:<\/strong><br>\n   {{form.Customer's_field_of_work}}<br><br><strong>Job title:<\/strong><br>\n   {{form.Customer's_job_title}}<br><br><strong>Their goals:<\/strong><br>\n   {{form.List_of_goals}}<\/p>\n  <hr>\n  <h5>Initial acknowledgment<\/h5>\n  <p><strong>Thoughts during acknowledgment:<br><\/strong>{{form.Thoughts_during_acknowledgment}}<\/p>\n  <p><strong>Steps during acknowledgment:<br><\/strong>{{form.Steps_during_acknowledgment}}<\/p>\n  <p><strong>Interaction during acknowledgment phase:<br><\/strong>{{form.Interaction_during_acknowledgment_phase}}<\/p>\n  <hr>\n  <h5>Engagement<\/h5>\n  <p><strong>Thoughts during engagement:<\/strong><br>\n   {{form.Thoughts_during_engagement}}<\/p>\n  <p><strong>Actions during engagement:<\/strong><br>\n   {{form.Actions_during_engagement}}<\/p>\n  <p><strong>Interaction during engagement phase:<br><\/strong>{{form.Interaction_during_engagement_phase}}<\/p>\n  <hr>\n  <h5>Adoption<\/h5>\n  <p><strong>Thoughts during adoption:<\/strong><br>\n   {{form.Thoughts_during_adoption}}<\/p>\n  <p><strong>Actions during adoption:<\/strong><br>\n   {{form.Actions_during_adoption}}<\/p>\n  <p><strong>Interaction during adoption phase:<br><\/strong>{{form.Interaction_during_adoption_phase}}<\/p>\n  <hr>\n  <h5>Post-adoption<\/h5>\n  <p><strong>Interaction during post-adoption:<br><\/strong>{{form.Interaction_during_post-adoption}}<\/p>\n  <p><strong>Help during post-adoption:<br><\/strong>{{form.Help_during_post-adoption}}<\/p>\n  <hr>\n  <h5>Your additional notes<\/h5>\n  <p>{{form.Notes_from_your_journey}}<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Final redraft <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/5c10020f-2c51-4c29-8ddb-9c12f439ef78\/iauE94O1v6qBjTGzYbVNLw.jpeg\" alt=\"Analyze the persona and their journey\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/5c10020f-2c51-4c29-8ddb-9c12f439ef78\/iauE94O1v6qBjTGzYbVNLw.jpeg\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\">(<a href=\"https:\/\/unsplash.com\/photos\/1K6IQsQbizI\" rel=\"nofollow noopener\" target=\"_blank\">Source<\/a>)<\/p>\n <\/div>\n<\/section>\n<section id=\"export-journey-map-data\">\n <h2>Export journey map data<\/h2>\n <div class=\"text-content\">\n  <p><strong><span>Export the journey map data<\/span><\/strong><span>.<\/span><\/p>\n  <p><span>Exporting the customer journey map template data means that the raw data can be stored and used again later, or backed-up in another place for record-keeping.&nbsp;<\/span><\/p>\n  <p class=\"style-warning\"><span><strong>Checklists<\/strong> can be <strong>exported<\/strong> as <strong>CSV documents<\/strong>, <strong>PDFs<\/strong>, or they can be <strong>printed<\/strong>. For more information about the process of exportation, here's our useful&nbsp;<\/span><a href=\"https:\/\/www.process.st\/help\/docs\/exporting-checklists\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Export and Print Checklists guide<\/span><\/a><span>.<\/span><\/p>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/d6963354-c42f-44b3-b5cb-f7f73cd4fe9b\/pW_Ry4m_d2L_NFwlI59Nyw.gif\" alt=\"This GIF is lifted from the exporting checklist guide linked above.\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/d6963354-c42f-44b3-b5cb-f7f73cd4fe9b\/pW_Ry4m_d2L_NFwlI59Nyw.gif\"> <\/a>\n   <figcaption>\n    This GIF is lifted from the exporting checklist guide linked above.\n   <\/figcaption>\n  <\/figure>\n <\/div>\n<\/section>\n<section id=\"sources\">\n <h2>Sources:<\/h2>\n <div class=\"text-content\">\n  <ul>\n   <li><a href=\"https:\/\/twitter.com\/ValaAfshar\" rel=\"nofollow noopener\" target=\"_blank\"><span>Vala Afshar -&nbsp;<\/span><\/a><span><a href=\"https:\/\/www.huffpost.com\/entry\/50-important-customer-exp_b_8295772?guccounter=1&amp;guce_referrer=aHR0cHM6Ly93d3cubmV4dGl2YS5jb20vYmxvZy9jdXN0b21lci1zZXJ2aWNlLXN0YXRpc3RpY3MuaHRtbA&amp;guce_referrer_sig=AQAAAAvsTYlLfHdwPPK19HyJShfKRbwBoZjPTFfA8EjOKQxYswnuwIbzkWxDk7M0I-MC1i2kdLaeJ5SwmNgsh0qkZGgnbgfohEa4nfsKnWxUqEbe_G4BllDBTgWo-GTQltjiOVyUzpC5GN5n_L1MWoO3-KvOYt_HAxz96zylRllPMw5r\" rel=\"nofollow noopener\" target=\"_blank\">50 Important Customer Experience Stats for Business Leaders<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.nextiva.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Nextiva - <\/a><a href=\"https:\/\/www.nextiva.com\/blog\/customer-service-statistics.html\" rel=\"nofollow noopener\" target=\"_blank\">100 Essential Customer Service Statistics and Trends for 2019<\/a><\/span><span><a href=\"https:\/\/twitter.com\/alliecdecker\" rel=\"nofollow noopener\" target=\"_blank\"><\/a><\/span><\/li>\n   <li><a href=\"https:\/\/twitter.com\/geoffreykeating\" rel=\"nofollow noopener\" target=\"_blank\"><span>Geoffrey Keating - <\/span><\/a><span><a href=\"https:\/\/www.intercom.com\/blog\/customer-retention-5-best-practices-6-strategies-for-low-churn\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer retention strategies: 5 best practices &amp; 6 strategies for low churn<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/au.linkedin.com\/in\/geoff-fripp-96731970\" rel=\"nofollow noopener\" target=\"_blank\">Geoff Fripp -<\/a> <a href=\"https:\/\/www.marketingstudyguide.com\/phases-of-a-customer-journey\/\" rel=\"nofollow noopener\" target=\"_blank\">Main phases of a customer journey map<\/a><\/span><\/li>\n   <li><a href=\"https:\/\/www.linkedin.com\/in\/mattclymer\" rel=\"nofollow noopener\" target=\"_blank\">Matt Clymer -<\/a>&nbsp;<a href=\"https:\/\/successhub.cisco.com\/2016\/06\/build-a-post-sale-adoption-journey\/\" rel=\"nofollow noopener\" target=\"_blank\">Here\u2019s How to Build a Customer Adoption Journey that Works<\/a><\/li>\n   <li><a href=\"https:\/\/twitter.com\/segibb?lang=en\" rel=\"nofollow noopener\" target=\"_blank\">Sarah Gibbons -&nbsp;<\/a><a href=\"https:\/\/www.nngroup.com\/articles\/journey-mapping-101\/\" rel=\"nofollow noopener\" target=\"_blank\">Journey Mapping 101<\/a><\/li>\n   <li><a href=\"https:\/\/www.salesforce.com\/uk\/\" rel=\"nofollow noopener\" target=\"_blank\">Salesforce UK -<\/a> <a href=\"https:\/\/www.salesforce.com\/uk\/blog\/2016\/03\/customer-journey-mapping-explained.html\" rel=\"nofollow noopener\" target=\"_blank\">What is Customer Journey Mapping &amp; Why is it Important?<\/a><\/li>\n   <li><a href=\"https:\/\/twitter.com\/alliecdecker\" rel=\"nofollow noopener\" target=\"_blank\"><span>Allie Decker -&nbsp;<\/span><\/a><span><a href=\"https:\/\/blog.hubspot.com\/service\/customer-service-support-training\" rel=\"nofollow noopener\" target=\"_blank\">The Ultimate Guide to Training for Customer Service &amp; Support<\/a>&nbsp;<\/span><\/li>\n   <li><span><a href=\"https:\/\/www.linkedin.com\/in\/kimberlyacooper\" rel=\"nofollow noopener\" target=\"_blank\">Kim Kosaka -<\/a>&nbsp;<\/span><span><a href=\"https:\/\/blog.alexa.com\/customer-lifecycle-marketing\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Lifecycle Marketing: The Complete Guide<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/\" rel=\"nofollow noopener\" target=\"_blank\">Process Street -<\/a>&nbsp;<\/span><a href=\"https:\/\/www.process.st\/customer-success-guide\/\" rel=\"nofollow noopener\" target=\"_blank\">The Complete Guide to Customer Success for SaaS Companies<\/a><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"related-checklists\">\n <h2>Related checklists:<\/h2>\n <div class=\"text-content\">\n  <ul>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/customer-profiling\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer profiling checklist<\/a><span> <\/span><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/customer-feedback\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer feedback checklist<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/investor-pitch\/\" rel=\"nofollow\">Customer investor pitch<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/standup-meeting-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Standup meeting checklist<\/a><span> <\/span><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/ab-testing\/\" rel=\"nofollow noopener\" target=\"_blank\">A\/B testing checklist<\/a><span> <\/span><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/developer-onboarding-checklist-for-startups\/\" rel=\"nofollow noopener\" target=\"_blank\">Developer onboarding checklist for startups<\/a><span> <\/span><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/salesperson-onboarding-checklist-for-startups\/\" rel=\"nofollow noopener\" target=\"_blank\">Salesperson onboarding checklist for startups<\/a><span> <\/span><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/creating-an-invoice\/\" rel=\"nofollow noopener\" target=\"_blank\">Creating an invoice checklist<\/a><span> <\/span><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/blog-pre-publish-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Blog pre-publish checklist<\/a><span> <\/span><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/content-promotion-checklist-5\/\" rel=\"nofollow noopener\" target=\"_blank\">Content promotion checklist<\/a><span> <\/span><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/visual-content-publishing-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Visual content publishing checklist<\/a><span> <\/span><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/podcast-publishing-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Podcast publishing checklist<\/a><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/it-service-call-process\/\" rel=\"nofollow noopener\" target=\"_blank\">IT Service Call Process<\/a><\/span><span><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/sales-training-process\/\" rel=\"nofollow noopener\" target=\"_blank\">Sales training process checklist<\/a><\/span><span><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/weekly-sales-prospecting-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Weekly sales prospecting checklist<\/a><\/span><span><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/cold-calling-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Cold calling checklist<\/a><\/span><span><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/bant-sales-qualification-call-process\/\" rel=\"nofollow noopener\" target=\"_blank\">BANT sales qualification call process<\/a><\/span><span><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/sales-presentation-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Sales presentation template<\/a><\/span><span><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/sales-pitch-planning-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Sales pitch planning checklist<\/a><\/span><span><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/closing-the-sale-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Closing the sale checklist<\/a><\/span><span><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/order-processing-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Order processing checklist<\/a><\/span><span><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/monthly-sales-report\/\" rel=\"nofollow noopener\" target=\"_blank\">Monthly sales report<\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/daily-customer-service-duties\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Daily Customer Service Duties<\/span><\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/customer-service-performance-review\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Customer Service Performance Review<\/span><\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/employee-performance-review-2\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Employee Performance Review<\/span><\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/customer-service-training\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Customer Service Training<\/span><\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/records-management-training\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Records Management Training<\/span><\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/how-to-respond-to-negative-reviews\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>How to Respond to Negative Reviews<\/span><\/a><\/span><\/li>\n   <li><span><a href=\"https:\/\/www.process.st\/checklist\/reduce-churn\/\" rel=\"nofollow noopener\" target=\"_blank\"><span>Reduce Churn<\/span><\/a><\/span><span><\/span><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Introduction: The most intelligent way to oversee a customer\u2019s experience with your business is to utilize a customer journey map template. Modern companies understand the benefits of journey mapping: Esteban Kolsky's research found that 34% of companies are now implementing customer journey maps. By using this customer journey map in Process Street, the map itself [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":17752,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ep_exclude_from_search":false,"cover_icon_emoji":"\ud83d\udcc4","cover_icon_url":"","tasks_count":"34","template_description":"Run this checklist to create a new customer persona for targeting a new customer base, or refocusing on an already-established customer base.","template_id":"i5HaV8uhBia5eEQUwY9C9g","task_0":"Introduction:","task_slug_0":"introduction","task_1":"The customer persona:","task_slug_1":"the-customer-persona","task_2":"Add basic customer details","task_slug_2":"add-basic-customer-details","task_3":"Include their demographic","task_slug_3":"include-their-demographic","task_4":"Apply a line of work","task_slug_4":"apply-a-line-of-work","task_5":"Note down their goals","task_slug_5":"note-down-their-goals","task_6":"Analyze collated persona information","task_slug_6":"analyze-collated-persona-information","task_7":"The customer's journey:","task_slug_7":"the-customers-journey","task_8":"Initial acknowledgment:","task_slug_8":"initial-acknowledgment","task_9":"Consider their initial thoughts","task_slug_9":"consider-their-initial-thoughts","task_10":"Contemplate their next steps","task_slug_10":"contemplate-their-next-steps","task_11":"Formulate idea for customer service interaction","task_slug_11":"formulate-idea-for-customer-service-interaction","task_12":"Engagement:","task_slug_12":"engagement","task_13":"Think of this persona's thoughts","task_slug_13":"think-of-this-personas-thoughts","task_14":"Gauge the persona's following actions","task_slug_14":"gauge-the-personas-following-actions","task_15":"Plan direct interaction from the customer service team","task_slug_15":"plan-direct-interaction-from-the-customer-service-team","task_16":"Adoption:","task_slug_16":"adoption","task_17":"Outline customer's thoughts","task_slug_17":"outline-customers-thoughts","task_18":"Assume customer's next actions","task_slug_18":"assume-customers-next-actions","task_19":"Create action plan(s) for customer service interaction","task_slug_19":"create-action-plans-for-customer-service-interaction","task_20":"Post-adoption:","task_slug_20":"postadoption","task_21":"Consider ways to help customer post-adoption","task_slug_21":"consider-ways-to-help-customer-postadoption","task_22":"Plan post-adoption interaction","task_slug_22":"plan-postadoption-interaction","task_23":"Assign the map to directors:","task_slug_23":"assign-the-map-to-directors","task_24":"Assign map to a customer service director","task_slug_24":"assign-map-to-a-customer-service-director","task_25":"Assign map to a marketing director","task_slug_25":"assign-map-to-a-marketing-director","task_26":"Approval: Customer journey map (customer service director)","task_slug_26":"approval-customer-journey-map-customer-service-director","task_27":"Approval: Customer journey map (marketing director)","task_slug_27":"approval-customer-journey-map-marketing-director","task_28":"Customer overview:","task_slug_28":"customer-overview","task_29":"Take the journey yourself","task_slug_29":"take-the-journey-yourself","task_30":"Analyze the persona and their journey","task_slug_30":"analyze-the-persona-and-their-journey","task_31":"Export journey map data","task_slug_31":"export-journey-map-data","task_32":"Sources:","task_slug_32":"sources","task_33":"Related checklists:","task_slug_33":"related-checklists","task_34":"","task_slug_34":"","task_35":"","task_slug_35":"","task_36":"","task_slug_36":"","task_37":"","task_slug_37":"","task_38":"","task_slug_38":"","task_39":"","task_slug_39":"","task_40":"","task_slug_40":"","task_41":"","task_slug_41":"","task_42":"","task_slug_42":"","task_43":"","task_slug_43":"","task_44":"","task_slug_44":"","task_45":"","task_slug_45":"","task_46":"","task_slug_46":"","task_47":"","task_slug_47":"","task_48":"","task_slug_48":"","task_49":"","task_slug_49":"","task_50":"","task_slug_50":"","task_51":"","task_slug_51":"","task_52":"","task_slug_52":"","task_53":"","task_slug_53":"","task_54":"","task_slug_54":"","task_55":"","task_slug_55":"","task_56":"","task_slug_56":"","task_57":"","task_slug_57":"","task_58":"","task_slug_58":"","task_59":"","task_slug_59":"","task_60":"","task_slug_60":"","task_61":"","task_slug_61":"","task_62":"","task_slug_62":"","task_63":"","task_slug_63":"","task_64":"","task_slug_64":"","task_65":"","task_slug_65":"","task_66":"","task_slug_66":"","task_67":"","task_slug_67":"","task_68":"","task_slug_68":"","task_69":"","task_slug_69":"","task_70":"","task_slug_70":"","task_71":"","task_slug_71":"","task_72":"","task_slug_72":"","task_73":"","task_slug_73":"","task_74":"","task_slug_74":"","task_75":"","task_slug_75":"","task_76":"","task_slug_76":"","task_77":"","task_slug_77":"","task_78":"","task_slug_78":"","task_79":"","task_slug_79":"","task_80":"","task_slug_80":"","task_81":"","task_slug_81":"","task_82":"","task_slug_82":"","task_83":"","task_slug_83":"","task_84":"","task_slug_84":"","task_85":"","task_slug_85":"","task_86":"","task_slug_86":"","task_87":"","task_slug_87":"","task_88":"","task_slug_88":"","task_89":"","task_slug_89":"","task_90":"","task_slug_90":"","task_91":"","task_slug_91":"","task_92":"","task_slug_92":"","task_93":"","task_slug_93":"","task_94":"","task_slug_94":"","task_95":"","task_slug_95":"","task_96":"","task_slug_96":"","task_97":"","task_slug_97":"","task_98":"","task_slug_98":"","task_99":"","task_slug_99":"","footnotes":""},"categories":[32,33],"tags":[],"class_list":["post-17751","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-center","category-customer-support"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/posts\/17751","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/comments?post=17751"}],"version-history":[{"count":0,"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/posts\/17751\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/media\/17752"}],"wp:attachment":[{"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/media?parent=17751"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/categories?post=17751"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.process.st\/templates\/wp-json\/wp\/v2\/tags?post=17751"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}