Create a Customer Journey Map (CJM)

Create a Customer Journey Map (CJM) for an important somewhat complex buying experience that you (or your customer) went through that you remember vividly in details. It’s preferrable that this is for a purchase you plan to take and then you purchased it so you can record all the details as you pass through the process (instead of having to remember a previous purchase). Avoid convenience related product purchases. Try to choose something that you can provide a detailed customer journey map on.
a. Take us through that journey. Make sure it includes the following:
• Touchpoints
• Actions taken
• Thinking
• Feelings
• Expectations Range
• Recommendations/Opportunities to improve/innovate.
Analyze your customer journey from a consumer behavior perspective. factors have influenced your decision (provide details/detailed breakdown).