Create a 7-Step Customer Experience Map To Guide Online Business Success

Create a Customer Experience Map to optimize each stage of your online business, ensuring a smooth and engaging journey for your customers from discovery to infinite engagement.
Customer Experience Map

The Customer Experience Map

Creating a Customer Experience Map helps visualize the entire journey of a customer from the moment they discover your  business to their post-program experience.

This full Customer Experience Map outlines the stages, touchpoints, emotions, and actions of the customer, allowing you to optimize each step for a better overall experience.

How to Build Your Own Customer Experience Map

Take each of these stages to audit your business and/or create your own map.

1. Discover the Offer

Objective: To attract potential customers to your signature offer.

  • Touchpoints: Affiliate/JV partnerships, Social media, search engine results, blog posts, referrals, online forums.
  • Customer Actions: Browsing through authority content, reading reviews, asking for recommendations.
  • Customer Emotions: Curiosity, excitement, skepticism.
  • Pain Points: Overwhelming options, unclear value, trust issues.


  • Invest in creating a visibility strategy – create content – blog, podcast, YouTube, etc. Plus add networking, speaking, engaging in groups, SEO,  content marketing.
  • Use engaging social media campaigns.
  • Feature testimonials and success stories prominently.

2. Consider the Offer

Objective: To inform and persuade prospects to join your program or offer.

  • Touchpoints: Website, landing pages, email newsletters, free trials, webinars.
  • Customer Actions: Exploring the website, signing up for newsletters, attending webinars, engaging with free content.
  • Customer Emotions: Interest, evaluation, hesitation.
  • Pain Points: Lack of detailed information, no clear unique selling points, concerns about whether it is right for them.


  • Provide detailed descriptions and the specific tangible transformation.
  • Offer free trials or sample lessons.
  • Host live Q&A sessions or webinars to address concerns.

3. Make Decision

Objective: To convert prospects into paying customers.

  • Touchpoints: Pricing page, payment gateway, customer support, FAQ section.
  • Customer Actions: Comparing pricing plans, contacting support for queries, proceeding to checkout.
  • Customer Emotions: Decision-making anxiety, financial consideration, anticipation.
  • Pain Points: Complicated pricing structures, unclear payment process, lack of immediate support.


  • Simplify pricing plans and clearly outline what’s included.
  • Ensure the checkout process is smooth and secure.
  • Provide multiple payment options and instant customer support.

4. Enrollment and Onboarding

Objective: To welcome new customers and set them up for success.

  • Touchpoints: Welcome emails, onboarding guides, introductory videos, LMS dashboard.
  • Customer Actions: Registering for the offer, accessing the LMS, completing initial setup tasks.
  • Customer Emotions: Excitement, eagerness to start, cautiously optimistic but a little apprehensive.
  • Pain Points: Complicated onboarding process, difficulty navigating the platform, lack of guidance.


  • Send a personalized welcome email with clear next steps.
  • Create a user-friendly onboarding series.
  • Ensure the LMS is intuitive and easy to navigate.

5. Learn and Engage

Objective: To keep customers engaged and motivated throughout the experience.

  • Touchpoints: Communication, Personalized Learning Paths,  Learning materials, quizzes, gamification, community, live sessions, progress tracking
  • Customer Actions: Participating in lessons, completing assignments, engaging in discussions, attending live sessions.
  • Customer Emotions: Motivation, learning satisfaction, occasional frustration.
  • Pain Points: Difficult or unorganized content, lack of interaction, feeling isolated.


  • Use multimedia content to cater to different learning styles.
  • Offer regular quizzes and interactive assignments.
  • Foster a community through discussion forums and live sessions.
  • Provide regular feedback and progress tracking.

6. Complete and Celebrate

Objective: To acknowledge student achievements and encourage further engagement.

  • Touchpoints: Final assessments, celebrations!, certificate of completion, feedback forms
  • Customer Actions: Completing final projects, receiving certificates, providing feedback.
  • Customer Emotions: Achievement, satisfaction, reflection.
  • Pain Points: Complicated certification process, lack of recognition, insufficient feedback opportunities.


  • Simplify the completion process and make it digital.
  • Celebrate achievements and milestones.
  • Collect and act on customer feedback for continuous improvement.

7. Post-Offer Infinite Engagement

Objective: To maintain a relationship with customers and encourage further involvement.

  • Touchpoints: Ascension Offer, Follow-up emails, alumni groups, additional recommendations, referral programs
  • Customer Actions: Joining alumni groups, enrolling in advanced courses, referring friends.
  • Customer Emotions: Continued interest, loyalty, pride.
  • Pain Points: Feeling forgotten post-experience, lack of advanced learning options, unappreciated loyalty.


    • Send follow-up emails with additional resources and  recommendations for next steps.
    • Create exclusive alumni groups for networking.
    • Implement referral programs with rewards for bringing in new members or customers.

By following this Customer Experience Map, you can optimize each stage of your online business, ensuring a smooth and engaging journey for your customers from discovery to post-experience engagement. This holistic approach will help you build customers for life and a thriving online business.

If you want help building your customer experience map, help with systems or figuring out how to optimize each stage, schedule a free discovery call to learn more. 

Customers for Life Camp


Customers For Life Camp

Join us for a 5-day workshop to learn how to get your customers to show up, participate and get results. 

Learn More

Tara L Bryan

Our mission is to inspire, educate and give business owners the strategies and skills to build an infinitely scalable online business that will allow them to make a bigger impact and income without sacrificing the customer’s experience or adding more time to their already full lives. 


New Posts

Learn Academy Mentorship

Learn Academy Mentorship

Transform your impact and income – Create and Grow a scalable online business using the proven Infinite Scale™ Method.

Learn Academy Newsletter

Sign up for our Newsletter

Receive our latest tools, templates, trainings in your inbox.