Customer Journey-Mapping Matrix

The Customer Journey-Mapping Matrix is a strategic tool used to visualize and analyze the various stages a customer goes through in their interaction with a business. It helps identify pain points, opportunities for improvement, and areas where the customer experience can be enhanced.

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

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

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

  1. Awareness: The stage where customers first become aware of the business. Example: Social media ads.
  2. Consideration: The stage where customers evaluate and compare options. Example: Reading product reviews.
  3. Decision: The stage where customers make a purchase decision. Example: Adding items to the cart.
  4. Retention: The stage where customers continue to engage post-purchase. Example: Loyalty programs.

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

The Customer Journey-Mapping Matrix is a powerful tool for businesses aiming to understand and improve their customer experience. This 2x2 matrix divides the customer journey into four distinct quadrants, each representing a different stage or aspect of the customer's interaction with the business. By mapping out these stages, businesses can gain insights into customer behavior, identify pain points, and discover opportunities for enhancing the overall experience.

Use cases for the Customer Journey-Mapping Matrix include:

  • Identifying Pain Points: By mapping out the customer journey, businesses can pinpoint specific stages where customers may face difficulties or frustrations, allowing for targeted improvements.
  • Enhancing Customer Experience: The matrix helps businesses understand the emotional and practical aspects of the customer journey, enabling them to create more personalized and satisfying experiences.
  • Improving Customer Retention: By addressing issues identified in the matrix, businesses can increase customer satisfaction and loyalty, leading to higher retention rates.
  • Optimizing Marketing Strategies: Understanding the customer journey allows businesses to tailor their marketing efforts to better align with customer needs and preferences at each stage.

Overall, the Customer Journey-Mapping Matrix is an essential tool for businesses looking to create a seamless and enjoyable experience for their customers, ultimately driving growth and success.

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What templates are related to Customer Journey-Mapping Matrix?

The following templates can also be categorized as business, marketing, customer experience and are therefore related to Customer Journey-Mapping Matrix: Product-Market Matrix, 4 Ps Marketing Mix Matrix, AI Capability-Value Proposition Alignment Matrix, AI Innovation-Value Alignment Matrix, AI Maturity Matrix, AI-Value Proposition Alignment Matrix, AI-Value Proposition Matrix, AIDA Marketing Matrix. You can browse them using the menu above.

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