Customer Journey-Experience Matrix

The Customer Journey-Experience Matrix is a tool used to identify customer touchpoints and create a customer journey map. It helps businesses understand how customers interact with their product or service and how to improve their customer experience.

At a very high level, the Customer Journey-Experience Matrix is used in the context of business, marketing, customer experience.

Customer Journey-Experience Matrix quadrant descriptions, including examples
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What is the Customer Journey-Experience Matrix?

A visual explanation is shown in the image above. The Customer Journey-Experience Matrix can be described as a matrix with the following quadrants:

  1. Awareness: The Awareness quadrant is where customers first become aware of a product or service, such as through online ads.
  2. Consideration: The Consideration quadrant is where customers are actively researching and considering a purchase, such as reading reviews.
  3. Purchase: The Purchase quadrant is where customers actually make the purchase, such as filling out a form.
  4. Retention: The Retention quadrant is where customers continue to use the product or service and have a positive experience, such as customer service interactions.

What is the purpose of the Customer Journey-Experience Matrix?

The Customer Journey-Experience Matrix is a tool used to identify customer touchpoints and create a customer journey map. It helps businesses understand how customers interact with their product or service and how to improve their customer experience. The matrix is divided into four quadrants, each representing a different stage of the customer journey. The four quadrants are: Awareness, Consideration, Purchase, and Retention.

The Awareness quadrant is where customers first become aware of a product or service. This could be through online ads, word of mouth, or other marketing efforts. The Consideration quadrant is where customers are actively researching and considering a purchase. This could include reading reviews, comparing prices, or researching competitors. The Purchase quadrant is where customers actually make the purchase. This could include filling out a form, making a payment, or signing up for a subscription. The Retention quadrant is where customers continue to use the product or service and have a positive experience. This could include customer service interactions, loyalty programs, or product updates.

The Customer Journey-Experience Matrix is a useful tool for businesses to identify customer touchpoints and create a customer journey map. This can help businesses understand how customers interact with their product or service and how to improve their customer experience.


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What templates are related to Customer Journey-Experience Matrix?

The following templates can also be categorized as business, marketing, customer experience and are therefore related to Customer Journey-Experience Matrix: AIDA Marketing Matrix, Affiliate Marketing Matrix, Agile Capability-Value Alignment Matrix, Agile Scaling Matrix, Ansoff Matrix, Asset Allocation Matrix, BCG Matrix, Brand Affinity Matrix. You can browse them using the menu above.

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