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If a customer journey map describes how customers discover and interact with your business, an experience map describes how customers feel about that experience and how that experience influences their purchasing decisions.

For example, a customer may enjoy interacting with your brand on Instagram. In fact, your Instagram posts may even lead to a purchase. You’ve identified the highest point on your customer experience map.

However, when they reach the payment page on your website, they may be frustrated by the number of fields to fill in or the lack of payment options. That’s a pain point on the map.

Then , you have the inactive period. That is the lowest point on the map.

What is a Customer Touchpoint?
customer journey map

A customer touchpoint is an experience between algeria phone number list you and a customer. If a customer follows you on Twitter, that’s a touchpoint. If a consumer reads one of your blog posts , that’s also a touchpoint.

Each touchpoint forms a point on the customer journey map. Of course, each customer will follow a different route, but as you create a customer journey map, you will see patterns at each touchpoint.

For example, let's say you create a viral video on YouTube. Suddenly, many consumers are interested in your product.

That single viral video might be your most popular touchpoint. It might also be the touchpoint that convinces the most people to convert .

You can’t ignore the other touch points. They come together to create a complete consumer experience with your brand.