Guide
Customer journey mapping, with examples
Short answer
Customer journey mapping lays out every step a buyer takes from first contact to purchase, so you can see where they stall or drop off. This guide gives the meaning and worked examples by industry.
01
What is customer journey mapping
Customer journey mapping lays out each step a buyer takes from first seeing you to buying and coming back, and shows where they stall.
02
Examples by industry
- Real estate: ad click → call → site visit → booking
- Lending: enquiry → eligibility call → documents → approval
- D2C: ad → cart → checkout → delivery → repeat order
- Education: enquiry → counselling → application → admission
03
How to build a journey map
- List every touchpoint
- Count how many people reach each stage
- Measure time between stages
- Mark the biggest drop
- Fix it and measure again
04
Finding drop-offs
Compare stage counts. The stage with the largest fall, or the longest wait, is where to act first.
05
Put it to work
Knowing this is step one. The next step is acting on it every day without adding headcount. See how Customer Journey does that, or book a 20-minute demo.
06
FAQs
What is customer journey mapping?
A map of every step a buyer takes, used to find where they drop off.
What are the stages of a customer journey?
Commonly awareness, consideration, decision, purchase and retention.