Customer Journey Mapping for [Product/Service]
Marketing StrategyintermediateClaude 3.5 Sonnet or GPT-4o. Both excel at structured analysis and cross-functional thinking. Claude is slightly better for nuanced emotional mapping; GPT-4o handles competitive context slightly better. For complex B2B journeys, Claude's reasoning is marginally superior.
When to Use This Prompt
Use this prompt when you're developing a new marketing strategy, launching a product, or need to realign marketing efforts across teams. It's particularly valuable when different departments (sales, marketing, customer success) need a shared understanding of the customer experience.
The Prompt
Create a detailed customer journey map for [PRODUCT/SERVICE NAME] targeting [TARGET AUDIENCE DESCRIPTION]. I need you to identify and analyze each stage of the customer journey.
## Journey Stages
Map the following stages:
- Awareness: How do customers first discover [PRODUCT/SERVICE]?
- Consideration: What information do they seek? What are their pain points?
- Decision: What factors influence their purchase decision?
- Retention: How do we keep them engaged post-purchase?
- Advocacy: How do satisfied customers become promoters?
## For Each Stage, Include:
1. **Customer Goals**: What does the customer want to accomplish?
2. **Touchpoints**: Which channels/platforms are they using? (e.g., social media, email, website, sales calls)
3. **Pain Points**: What frustrates or blocks them?
4. **Emotions**: How do they feel at this stage?
5. **Marketing Actions**: What specific marketing activities should occur here?
6. **Success Metrics**: How do we measure progress through this stage?
## Additional Context
- Current conversion rate: [X%]
- Average customer lifetime value: [AMOUNT]
- Primary competitors: [LIST 2-3 COMPETITORS]
- Key differentiators: [WHAT MAKES YOUR OFFERING UNIQUE]
- Budget constraints or channel preferences: [ANY LIMITATIONS]
Provide the journey map in a structured format that can be shared with cross-functional teams. Include specific, actionable recommendations for optimizing each stage.
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Tips for Best Results
- 1.Replace all [BRACKETS] with specific, quantifiable information about your business. Vague inputs produce generic outputs—be as detailed as possible about your actual customer and market.
- 2.Run this prompt separately for different customer segments if you serve multiple audiences. A startup buyer journey differs significantly from an enterprise buyer journey for the same product.
- 3.Use the output as a living document. Share it with sales, customer success, and product teams, then iterate based on their real-world feedback about what's actually happening with customers.
- 4.Add competitor journey maps by running the prompt again with competitor names. Comparing journeys reveals gaps in your strategy and opportunities to differentiate your marketing approach.
Example Output
# Customer Journey Map: B2B SaaS Project Management Tool
## AWARENESS STAGE
**Customer Goals**: Find a solution to team collaboration challenges
**Touchpoints**: LinkedIn, industry blogs, Google search, software review sites (G2, Capterra)
**Pain Points**: Too many tool options, unclear ROI, information overload
**Emotions**: Curious but skeptical
**Marketing Actions**:
- SEO-optimized blog content on "team productivity challenges"
- LinkedIn thought leadership posts
- Sponsored content on industry publications
- Free comparison guides vs. competitors
**Success Metrics**: Website traffic, blog engagement, demo request rate
## CONSIDERATION STAGE
**Customer Goals**: Evaluate if this solution fits their needs and budget
**Touchpoints**: Product website, case studies, webinars, sales emails, product demos
**Pain Points**: Unclear pricing, concerns about implementation time, integration questions
**Emotions**: Cautiously optimistic, risk-averse
**Marketing Actions**:
- Detailed case studies from similar companies
- Free trial with onboarding support
- Comparison webinars
- ROI calculator tool
- Sales consultation calls
**Success Metrics**: Trial signups, demo attendance, sales qualified leads
## DECISION STAGE
**Customer Goals**: Finalize purchase and ensure stakeholder buy-in
**Touchpoints**: Sales calls, pricing page, contract review, customer references
**Pain Points**: Budget approval delays, contract negotiation, implementation concerns
**Emotions**: Cautiously committed, seeking reassurance
**Marketing Actions**:
- Customer testimonial videos
- Implementation timeline documentation
- Executive summary documents
- Flexible pricing options
- Money-back guarantee messaging
**Success Metrics**: Conversion rate, average deal size, sales cycle length
## RETENTION STAGE
**Customer Goals**: Get value from the product, achieve promised outcomes
**Touchpoints**: In-app messaging, email nurture, customer success calls, knowledge base
**Pain Points**: Adoption challenges, feature discovery, support responsiveness
**Emotions**: Hopeful, wanting confirmation of ROI
**Marketing Actions**:
- Onboarding email series
- In-app feature tutorials
- Monthly success check-ins
- User community access
- Advanced feature webinars
**Success Metrics**: Feature adoption rate, support ticket resolution time, churn rate
## ADVOCACY STAGE
**Customer Goals**: Share success with peers, maximize value
**Touchpoints**: Review sites, referral programs, user conferences, social media
**Pain Points**: Time constraints for testimonials, unclear referral benefits
**Emotions**: Satisfied, willing to help
**Marketing Actions**:
- Referral incentive program
- Case study opportunities
- User conference invitations
- Review site campaigns
- Customer advisory board
**Success Metrics**: NPS score, referral rate, case study participation, review ratings
Related Prompts
Related Reading
Get the Full AI Marketing Learning Path
Courses, workshops, frameworks, daily intelligence, and 6 proprietary tools — built for marketing leaders adopting AI.
Trusted by 10,000+ Directors and CMOs.