customer-journey-map

SKILL.md

Create a comprehensive customer journey map that visualizes how customers interact with your brand across all stages—from awareness to loyalty—documenting their actions, touchpoints, emotions, KPIs, business goals, and teams involved at each stage. Use this to identify pain points, align cross-functional teams, and systematically improve the customer experience to achieve business objectives.

This is not a user flow diagram—it's a strategic artifact that combines customer empathy with business metrics to drive actionable improvements.

The Customer Journey Mapping Framework Adapted from NNGroup's framework and Carnegie Mellon's PM curriculum, a customer journey map documents:

Cree un mapa integral del recorrido del cliente que visualice cómo los clientes interactúan con su marca en todas las etapas, desde el conocimiento hasta la lealtad, y documente sus acciones, puntos de contacto, emociones y KPI. Fuente: deanpeters/product-manager-skills.

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