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:

Créez une carte complète du parcours client qui visualise la manière dont les clients interagissent avec votre marque à toutes les étapes (de la notoriété à la fidélité) en documentant leurs actions, points de contact, émotions et KPI. Source : deanpeters/product-manager-skills.

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