3. Create and define your customer personas

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These are four of the most common types of customer journey maps: current state, future state, day in the life and service blueprint. We’ll go further into detail on each one later on.

Understanding your goals and where your brand malta b2b leads stands in its evolution will guide you in selecting the appropriate map type.

Which customers will you focus on? It’s difficult to map a customer journey if you don’t have a customer in mind. Customer personas are fictional characters that represent each of your target customer groups. They’re detailed with everything from demographics to interests to buying behavior.

Example of a user persona type. The image different information like bio, frustrations, motivation and preferred channels.
If you’ve already created social media personas to understand your audience, you’re more than halfway there. But if you haven’t, then our buyer persona template or Xtensio’s will be useful. To really get to know someone’s purchase decisions and shopping processes, interview existing customers.

Pro tip: If you have distinctively different personas—such as, if you serve both a B2C and B2B market—set up different customer journey maps.

4. Break it down: touchpoints and stages
A social media funnel maps the customer journey from awareness at the top of funnel down to advocacy at the bottom of the funnel.
The customer journey map is divided into stages that usually fit within the funnel illustrated above. List out the stages to begin. Next, list out the main customer touchpoints that exist for your company. When you’re done with both lists, place the touchpoints into the different stages.