Digital Customer Journey Template: How to Solve Catastrophic Friction Points

Managing a digital customer journey has never been more important, or more complex.

You’ve put effort into the products and services you sell and paid for effective direct marketing to promote them, successfully building interest and bringing customers to your website. It’s now time for your digital customer journey to take effect. VoiceSage’s digital customer journey template identifies all the ways that customers interact with your digital business, from the browsing history that takes them to your site to their interactions with customer service to how they pay.

What happens once visitors land on your homepage or product page? Does the site’s design line up with your customers’ expectations? Do young, single customers see photos of families or vice versa? Are they shown a different product than the ad they clicked on advertised? A digital customer journey provides the answers to these questions and maps the path a visitor takes before conversion.

If you haven’t specifically tailored this journey it’s likely that they’ll leave your site before making a purchase, frustrated by site content and a customer journey that isn’t relevant to them. A bad digital customer journey means leaving a lasting bad taste in the mouths of your customers.

Brands are elevating the roles of CX professionals, marketers, and people responsible for contacting, delighting, engaging, and even indulging the customer. However, they face common disaster zones throughout the customer journey. Here are 8 identified by VoiceSage customers, with a solution for each. Customer journey mapping provides the key to converting these customers.