#touchpoints

Map complete customer journey to identify improvement opportunities. Stages: Awareness → Consideration → Purchase → Onboarding → Usage → Advocacy. For each stage: 1. Customer actions (what they're doing). 2. Touchpoints (where they interact with product/brand). 3. Emotions (frustration, excitement, confusion). 4. Pain points (friction, blockers, delays). 5. Opportunities (features, improvements, content). Data sources: user interviews, analytics (Google Analytics funnels), support tickets, sales feedback. Visualization: timeline with swim lanes for different channels (web, mobile, email, support). Prioritize fixes: high-impact, low-effort improvements first. Example pain point: complex signup process, solution: social login. Update quarterly as product evolves. Share with entire team for customer empathy.