Customer Journey-Mapping Matrix

The Customer Journey-Mapping Matrix is a 2x2 matrix used to map customer journeys and identify areas of improvement. It helps businesses to understand how customers interact with their product or service, and how to optimize the customer experience.

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

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: How customers discover the product or service, e.g. through online ads.
  2. Consideration: How customers evaluate the product or service, e.g. by comparing prices.
  3. Purchase: How customers make a purchase, e.g. by entering payment information.
  4. Retention: How customers use the product or service, e.g. by leaving reviews.

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

The Customer Journey-Mapping Matrix is a 2x2 matrix used to map customer journeys and identify areas of improvement. It helps businesses to understand how customers interact with their product or service, and how to optimize the customer experience.

The four quadrants of the matrix represent four stages of the customer journey: Awareness, Consideration, Purchase, and Retention. Each quadrant is used to map out the customer journey and identify areas of improvement. For example, in the Awareness quadrant, businesses can map out how customers discover their product or service and identify any potential roadblocks. In the Consideration quadrant, businesses can map out how customers evaluate their product or service and identify any potential areas of confusion. In the Purchase quadrant, businesses can map out how customers make a purchase and identify any potential areas of friction. Finally, in the Retention quadrant, businesses can map out how customers use their product or service and identify any potential areas of dissatisfaction.

By mapping out the customer journey and identifying areas of improvement, businesses can optimize the customer experience and increase customer satisfaction.


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What templates are related to Customer Journey-Mapping Matrix?

The following templates can also be categorized as business, marketing and are therefore related to Customer Journey-Mapping Matrix: Effort Impact Matrix, Gap Analysis Matrix, Growth Share Matrix, Kraljic Matrix, Outsourcing Matrix, Quadrant Analysis, Risk Analysis Matrix, Risk Value Matrix. You can browse them using the menu above.

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