Map the journey. Source: Unsplash/Clay Banks

Aileen Day

Map the journey: The five stages of customer experience

Aileen Day
3 minute Read

In the article, Undercover boss: How to mystery shop your business to improve results, the very first step to creating your very own mystery shopping program was to get into the details and implicitly understand your customer’s experience. 

When I’m coaching businesses, my first port of call is a journey mapping workshop. Thanks to SmartCompany Plus, you can now get your customer experience journey map template and follow the instructions below to kick start your very own Customer Experience (CX) Journey Map within your organisation — no matter the size. 

Grab the template and let’s do this.

1. Consider the experience

Consider the experience you would like to map out. Common examples are starting with your most purchased service offer (each service offer will require its own journey map).

Keep reading for free

Join as a new subscriber and get your first month on us.
Learn more
Already a Plus member?


SmartCompany Plus

Sign in

To connect a sign in method the email must match the one on your SmartCompany Plus account.
Or use your email
Forgot your password?

Want some assistance?

Contact us on: or call the hotline: +61 (03) 8623 9900.