Complex Customer Journey Map (Current State):

Description:
Stages Adapted from: Stage One: Stage Two: Stage Three: Stage Four: Stage Five: Stage Six: Stage Seven:
Factors Marketo Model Awareness Interest Known names Prospect Lead Opportunity Customer
(Core of Action)

Triggers What are included at each

stage
Communication Channels
(Owned, Paid and Earned Media) • Depend • Open • The targeted • The targeted • The • The role of sales • When the
Steps and WOM (Earned)
(e.g., on the old stores in audience after audience who potential team to convert potential
Company’s Website (Owned)
Interactions/
Needs and customers downtown the awareness aware and customers the potential customers became
touchpoints
wants, (Flowcharts/ word of and Metro and interest engaged, from sales customers to be a customer for the
Personal timelines) mouth. Stations. stages comparing interested from the perspective a real customer. company.
goals) to the old target. Marketing based on • This stage is a
• Corona does not Qualified Leads Sales weakness in
make the lead (MQL). Qualified Corona.
score so it is a • Corona does not Leads (SQL).
weakness. make 2 ways of • This stage is
communication so a weakness
it is a weakness. in Corona.
A Review of the Types of Touchpoints
(Brand-owned/Partner-owned/Customer-
owned/Social or external)

Map Key: Emotions/Sentiments of Persona One

(Line Chart)

Emotions/Sentiments of Persona Two

(Line Chart)

Details of PAIN POINTS with Relevant Data

(Qualitative & Quantitative) & Images

Details of POINTS OF DELIGHT with Relevant Data

(Qualitative & Quantitative) & Images

Opportunities and Threats