Free Customer Journey Telecommunication

This template is a "CUSTOMER JOURNEY MAP - TELECOMMUNICATIONS," specifically designed to track customer interactions within the telecommunications industry. The map is structured with "PHASEN" (Phases) horizontally across the top, including "STARTING POINT," "INFORMATION," "DECISION & PURCHASE," "USAGE," "RE-EVALUATION," "AMBASSADOR," and "CONTRACT TERMINATION."

Vertically, the map categorizes key aspects of the customer experience: "MOTIVE (What do they want to achieve?)," "ACTION (How do they act?)," "TOUCHPOINTS (How do they interact with us?)," "EMOTIONS (How do they feel?)," and "PAIN POINTS (How can we help them?)."

Each cell within the grid contains color-coded sticky notes (green for motive, yellow for action, blue for touchpoints, red for pain points), with lines to represent various inputs or observations. The "EMOTIONS" row features a visual representation of emotional states using three lines (green for positive, yellow for neutral, red for negative), showing a journey with fluctuating feelings. For instance, in the "DECISION & PURCHASE" phase, actions include "inquiry with partners" and "Online research." This template provides a detailed and visual framework for understanding customer journeys, identifying crucial touchpoints, and addressing pain points within the telecommunications sector.