Her motivation was her desire to provide educational toys

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In contrast, consumers may interact with your brand through six or seven touch points — or even more — before making a purchase. Typically, the cost of the product correlates with the number of touch points. More expensive products require more touch points because consumers are more hesitant to buy.

Emotion/Motivation
Think of your customer journey map as a series of causes and effects. In other words, there is a reason behind and an outcome to every action.

Emotions and motivations act as catalysts. Why do consumers come to one of your touchpoints?

Maybe a young mother is searching for educational toys on Google. She finds your blog post about the best educational toys and clicks on it. Then, after reading your recommendation, she clicks on the product page and makes a purchase.


Emotions and motivation can also come from negative places. For example, if a man wants to lose weight, he might ask his friends on Facebook for recommendations on weight loss products. Someone algeria phone number list recommends your supplement, so he clicks and buys it.

In this case, the pain point — wanting to lose weight — is the motivation.

Objections/Questions/Weaknesses
Now we come to the reason why people may or may not buy your product — the influence of touch points.

Price is often a barrier. Consumers say, “I like the product, but I’m not ready to spend $99.”

The downside can be a lack of motivation to follow through on a goal, while the questions usually relate to the product itself.Your customer journey map can help you find ways to address objections, pain points, and questions.