customer-journeylisted

# Customer Journey ## When This Skill Applies - Mapping end-to-end customer journeys - Identifying touchpoints and moments of truth - Designing lifecycle stage transitions and triggers - Optimizing customer experience at each stage - Building journey-based automation workflows ## Core Guidance ### 1. Journey Mapping Process ``` Define Personas -> Map Stages -> Identify Touchpoints -> Capture Emotions -> Measure Metrics -> Find Gaps -> Design Improvements -> Validate ``` ### 2. Lifecycle Stages | Stage | Goal | Entry Criteria | Exit Criteria | |-------|------|---------------|---------------| | Awareness | Capture attention | First interaction | Engagement signal | | Consideration | Build trust | Content engagement | Intent signal | | Decision | Convert | Demo/trial/pricing | Purchase/signup | | Onboarding | Activate | Account created | First value achieved | | Adoption | Deepen usage | Core feature used | Regular usage pattern | | Retention | Maintain | Active user | Renewal/continued use | | Expansion | Grow | Engaged user | Upsell/cross-sell | | Advocacy | Amplify | Satisfied user | Referral/review | ### 3. Journey Map Template ``` STAGE: [Stage Name] -------------------- Goal: [What customer is trying to achieve] Touchpoints: [Channels and interactions] - [touchpoint 1]: [description] - [touchpoint 2]: [description] Actions: [What customer does] Thoughts: [What customer is thinking] Emotions: [How customer feels] (scale: frustrated -> neutral ->