Customer journey map
고객 여정 지도
Also known as: journey map
A map of the path a customer takes from noticing a problem through purchase and repurchase.
Customers do not move in a straight line. They search and leave, come back after reading a review, and buy much later. A journey map breaks that path into stages and notes what each stage needs.
For each stage write three things: what the customer is thinking, where they meet you, and what you can give them there.
Content plans come from this. A product page is wasted on someone who has not yet named their problem, and a general article is too late for someone already comparing options.
- How to build oneStart by asking five or six real customers how they found you.
- How to use itAssign one piece of content per stage and the plan writes itself.