Mapping a customer's journey from initial contact to purchase or retention allows a company to plan effective multichannel marketing touchpoints. A customer journey map illustrates the full experience a customer has with a brand across all channels over time. This helps marketing, sales, customer service, and digital teams coordinate efforts and identify opportunities to improve the customer experience. Creating a customized journey map is a critical part of planning successful multichannel marketing programs.

1. Plan Your Multichannel Marketing Touchpoints
with a Customer Journey Map

2. An often overlooked planning task:
mapping the journey you're creating for
your target audience to get from
point A to point Z.

3. This is true of mapping an acquisition
journey or a retention journey for B2C
or B2B programs.

4. "The customer journey is the complete sum
of experiences that customers go through
when interacting with your company and
brand…

5. …Instead of looking at just a part of a
transaction or experience, the customer
journey documents the full experience of
being (or becoming) a customer.“
-SurveyMonkey

6. A well-designed prospect or customer
journey can fuel your efforts to pinpoint
and plan your touchpoints and overall
communication cadence as well.

7. At a glance, it will illustrate the pattern of
communications over time for each channel
you decide to employ.

8. “Mapping is a critical
component of our
planning process for
multichannel marketing
programs…

9. …When illustrated, each stage of the
acquisition or retention process is easier to
take in. It drives idea generation and helps
our clients' sales, customer service,
marketing and digital teams to see exactly
how their areas are part of the big picture.“
Lisa Robbins, VP Client Services
Responsory

10. No two journey maps are ever the same.
To inspire our journey mapping and
touchpoint cadence building initiatives, we
share Inspiration Infographics with our
clients.

11. Take a look at an idea-generating
B2B Acquisition Journey,
B2C Retention Journey and
two simplified maps that we crafted
for specific client campaigns.

16. Let’s put your multichannel marketing
ingenuity on the map. It’s an essential
part of the planning process!
Reach out today.
www.Responsory.com
Map Your
Journey