What does this skill do?

The Customer Journey Map Skill creates comprehensive maps of the customer journey across six phases—Discovery, Consideration, Decision, Purchase, Experience, and Loyalty—detailing touchpoints, emotions, objections, metrics, and opportunities for improvement at each stage. Based on data about your product, audience, and channels, it generates a strategic document highlighting critical gaps and a prioritized action plan to align marketing, sales, and customer service.

6-Phase Map
It documents the entire customer journey—from discovery to loyalty—using specific channels and touchpoints.
Friction Detection
Identify pain points, objections, and drop-offs at each stage of the purchasing process.
Prioritized Action Plan
Get the top 5 critical gaps to address and the 3 suggested high-impact actions.
Team Roster
It brings together marketing, sales, product, and customer service under a common vision centered on the customer experience.

Usage examples

💼 B2B Consulting
Create a customer journey map for my digital transformation consulting firm for small and medium-sized businesses, with a 3- to 6-week decision cycle and marketing channels on LinkedIn and Google Ads.
🛍️ Fashion E-commerce
Map the customer journey for my sustainable clothing online store—from Instagram to delivery—and identify points where customers abandon their carts during checkout.
📊 Subscription-based SaaS
Create a user journey map for my SaaS app with a subscription model and identify the 5 critical gaps that need to be addressed.
🎯 Action Plan
Design the customer journey for my recurring service and provide me with an action plan that includes the three actions with the greatest impact.

Features

6 Structured Phases Discovery, Consideration, Decision, Purchase, Experience, and Loyalty—with full details provided for each.
Emotional Analysis Identify the customer's emotions and thoughts at every stage of the journey.
Identifying Objections It compiles the questions, obstacles, and common concerns that customers face at each stage.
Metrics and Optimal Content It suggests KPIs to track and the ideal type of content for each phase of the customer journey.
Quick Wins It proposes actions with immediate impact and a visual, text-based map of the entire route.

Frequently asked questions

Information about your product, business model, target audience, current channels, and average decision-making cycle. The more specific the context, the more accurate the map will be.
Yes. The skill adapts to any business model, from B2B consulting with long sales cycles to B2C e-commerce with impulse purchases.
6 phases of the customer journey, including channels, emotions, objections, metrics, pain points, opportunities, and quick wins, plus a visual map with text, the top 5 critical gaps, and a prioritized action plan.
Yes. The output is designed as a cross-functional strategic guide for marketing, sales, product, and customer service.
Customer Journey Map — Customer Experience Maps with Claude AI

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