Skill: 1kalin/afrexai-customer-journey (version 1.0.0)

# Customer Journey Mapping Map every touchpoint from first click to loyal advocate. Identify drop-off points, emotional peaks, and automation opportunities across your entire customer lifecycle. ## What This Does Generates a complete customer journey map with: - **Stage-by-stage breakdown**: Awareness → Consideration → Purchase → Onboarding → Adoption → Expansion → Advocacy - **Touchpoint inventory**: Every interaction across channels (web, email, chat, phone, social, in-app) - **Emotion mapping**: Customer sentiment at each stage (frustrated, neutral, delighted) - **Drop-off analysis**: Where you're losing people and why - **Automation opportunities**: Which touchpoints can be handled by AI agents - **Metrics per stage**: Conversion rates, time-in-stage, cost-to-serve ## Usage Tell your agent: - "Map our customer journey from first touch to renewal" - "Identify the biggest drop-off points in our funnel" - "Show me where AI agents can replace manual touchpoints" - "Build a journey map for our [industry] product" ## Journey Stage Framework ### Stage 1: Awareness - **Channels**: SEO, paid ads, social, referrals, events, content - **Key metric**: Cost per qualified visitor - **Common drop-off**: Irrelevant landing page, slow load, unclear value prop - **Automation opportunity**: AI-powered content personalization, chatbot qualification ### Stage 2: Consideration - **Channels**: Website, comparison pages, reviews, demos, free trials - **Key metric**: Lead-to-MQL conversion rate (benchmark: 5-15%) - **Common drop-off**: No social proof, pricing hidden, too many form fields - **Automation opportunity**: AI chat for instant Q&A, automated demo scheduling ### Stage 3: Purchase - **Channels**: Sales calls, checkout, contracts, procurement - **Key metric**: MQL-to-customer rate (benchmark: 2-5%) - **Common drop-off**: Complex pricing, slow contract turnaround, no urgency - **Automation opportunity**: AI proposal generation, contract review, payment reminders ### Stage 4: Onboarding - **Channels**: Welcome emails, setup wizards, training, kickoff calls - **Key metric**: Time-to-first-value (benchmark: <7 days for SaaS) - **Common drop-off**: No clear next step, feature overload, missing integration support - **Automation opportunity**: AI onboarding sequences, automated check-ins, smart tooltips ### Stage 5: Adoption - **Channels**: In-app guidance, support tickets, knowledge base, CSM touchpoints - **Key metric**: Feature adoption rate, DAU/MAU ratio - **Common drop-off**: Users stuck on basic features, support response too slow - **Automation opportunity**: AI usage nudges, proactive support, automated training paths ### Stage 6: Expansion - **Channels**: QBRs, upgrade prompts, cross-sell campaigns, account reviews - **Key metric**: Net Revenue Retention (benchmark: >110% for B2B SaaS) - **Common drop-off**: No clear upgrade path, ROI not demonstrated, timing wrong - **Automation opportunity**: AI health scoring, automated QBR prep, expansion triggers ### Stage 7: Advocacy - **Channels**: NPS surveys, referral programs, case studies, reviews, community - **Key metric**: NPS score (benchmark: >50), referral rate - **Common drop-off**: Never asked, no incentive, bad recent experience - **Automation opportunity**: AI-triggered review requests, referral tracking, testimonial collection ## Touchpoint Scoring Matrix Rate each touchpoint on: | Dimension | Score 1-5 | Description | |-----------|-----------|-------------| | Frequency | How often customers hit this touchpoint | | Impact | How much it affects purchase/retention decisions | | Effort | How much work it takes your team (high = bad) | | Satisfaction | Current customer satisfaction at this point | | Automation Potential | Can an AI agent handle this? (5 = fully automatable) | **Priority formula**: (Impact × Frequency × Automation Potential) / Effort High score = automate first. Low satisfaction + high impact = fix immediately. ## Drop-Off Diagnostic When you find a drop-off point, run this checklist: 1. **Data**: What does the funnel show? Exact % dropping at this stage? 2. **Reason**: Survey/interview data? Support tickets mentioning this? 3. **Competitor**: How do competitors handle this stage? 4. **Quick fix**: Can you reduce friction in <1 week? 5. **Automation**: Can an AI agent eliminate this drop-off entirely? 6. **Revenue impact**: If you fix this, what's the $ value? (drop-off % × pipeline value) ## Industry Benchmarks | Metric | B2B SaaS | Ecommerce | Professional Services | |--------|----------|-----------|----------------------| | Visitor → Lead | 2-5% | 1-3% | 3-8% | | Lead → Customer | 2-5% | 1-4% | 10-25% | | Time to First Value | 3-14 days | Immediate | 30-90 days | | Onboarding Completion | 40-60% | N/A | 70-85% | | 12-month Retention | 85-95% | 20-40% | 70-85% | | NRR | 100-130% | N/A | 90-110% | | CAC Payback | 12-18 months | 1-3 months | 6-12 months | ## Output Format Your journey map should include: 1. **Visual flow**: Stage → Stage with conversion rates between each 2. **Touchpoint inventory**: Every interaction, channel, owner, and automation status 3. **Emotion curve**: Customer sentiment plotted across the journey 4. **Gap analysis**: Where current experience fails vs. ideal 5. **Automation roadmap**: Prioritized list of touchpoints to automate with ROI estimates 6. **90-day action plan**: Quick wins (Week 1-2), medium fixes (Month 1-2), strategic improvements (Month 3) ## ROI of Journey Mapping Companies that actively manage customer journeys see: - **54% greater ROI** on marketing (Aberdeen Group) - **18x faster revenue growth** from improved customer experience (Forrester) - **$823M additional revenue** over 3 years for a $1B company improving CX by 1 point (Temkin Group) The math: If your funnel converts 2% end-to-end and journey optimization lifts that to 3%, you just grew revenue 50% without spending more on acquisition. --- **Need industry-specific journey maps?** Check out our [AI Agent Context Packs](https://afrexai-cto.github.io/context-packs/) — pre-built frameworks for SaaS, Ecommerce, Healthcare, Fintech, and 6 more verticals. $47 each, or grab the [Pick 3 Bundle for $97](https://buy.stripe.com). **Calculate your automation ROI**: [AI Revenue Leak Calculator](https://afrexai-cto.github.io/ai-revenue-calculator/) **Set up your first AI agent**: [Agent Setup Wizard](https://afrexai-cto.github.io/agent-setup/)


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