This customer journey map outlines the typical stages a customer goes through when interacting with an IoT company. The stages are awareness, consideration, decision, delivery & use, and loyalty & advocacy. At each stage, it lists common customer activities, goals, touchpoints, and the business's goals. The overall map provides a high-level view of a customer's experience from first hearing about a product to becoming a repeat customer.

1. Customer
activities
Hear from friends,
See on social
Compare &
evaluate
alternatives
Selecting the
appropriate tool
Make an order
Receive or pickup
on order
Contact customer
service
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Order
again/order
more
Share
experience
Customer
Goals
No goals at this
point
Find the best
solution
Easily available
product
Order effortlessly Add text
Get assistance if
problems appear
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Repeat good
customer
experience
Share feelings,
give feedback
Touchpoints
Social media,
word of mouth
Website, Social
media
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Website app,
order
confirmation
email
Delivery service,
packing, message
(email, SMS, phone)
Phone, email, chat
Product and
other related
materials
Word of mouth,
social media
Experience
Business
Goal
Increase product
awareness
Increase number
of website visitors
Increase
conversion rate
Increase online
sales &
conversion rate
Deliver on time and
minimize a delivery
window
On-time delivery
Match
customer
expectation
Increase
retention rate
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This slide shows customer journey map most adopted by leading IoT players. It covers stages of awareness, consideration, decision, delivery & use and loyalty & advocacy
Awareness Consideration Decision Delivery & Use Loyalty & Advocacy
Stages
Customer Journey Map

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