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:

고객의 행동, 터치포인트, 감정, KPI를 문서화하여 인지도부터 충성도까지 모든 단계에서 고객이 브랜드와 상호 작용하는 방식을 시각화하는 포괄적인 고객 여정 맵을 만듭니다. 출처: deanpeters/product-manager-skills.

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