What is a customer journey map?

A customer journey map is a tool that illustrates key engagement touchpoints that a customer has with a company, product, or service throughout the customer lifecycle.

Customer journey mapping provides a customer-centric view of their interactions and helps businesses understand their customers on a deeper level so that they can align internal teams and drive optimal customer satisfaction and business growth.

Why We Did this

This is an exercise we go through with our clients during our Strategic Marketing Workshops, and every time we do, the results are invaluable. This was a major one for Receptor, and their outcomes speak for themselves.

So we created a tool to help companies build their own, specifically one that was actually free – no 7 day trials after inputting your credit card info in hopes that you’ll forget about it. It will eventually be part of a bigger toolkit that we’re building out, which will still be free.

Why did I even bother writing this post? Well, mostly to hold myself accountable. The version of this tool that’s out is an MVP that we’ve opened up to our network for testing and early feedback before we put some ad spend behind it. Here’s what we’ve got so far:

• Only functions on desktop
• Builds map rooted in the framework we’ve used with our clients, and understand that there’s no true one-size-fits-all solution when it comes to journey mapping
• Maps touchpoints across awareness, consideration, purchase, retention, and advocacy stages
• Touchpoints can be labeled as physical or digital, and managed or earned
• It’s fully interactive, so you can drag touchpoints around the grid
• Finally, you can download a PDF of your journey map (which is still a little buggy, but it works)

Feel free to check it out – I just ask that you send your feedback directly to me so that we can continue to refine and improve this tool.

The End Goal

The end goal is to help people start thinking about their own strategic marketing. Maybe you’re a CEO who’s never invested a penny into marketing, or maybe you’re a team member who’s been trying to convince the higher-ups to think more critically about marketing, and we hope that this is a push in the right direction.

I’m going to keep this blog post updated with stats and ongoing progress. Thanks for tuning in!

11.3.25 Feedback

Let the games begin!

• Touchpoints aren’t pulling through clearly into the downloadable PDF
  • Text is overlapping
  • Created journeys aren’t showing up exactly as they did in the web app
• Add a 2nd page to the PDF to describe what next steps to take
• Make the page LLM readable and findable

11.4.25 Feedback

• Touchpoints plotted at the same stage of the journey are populating on top of each other

Written by Paul Kettelle, Co-Founder & CEO