Think about your last major purchase. 1. Map out the journey that you took as a customer, indicating each step and touchpoint along the way. Number each step and write one sentence to describe the action taken. Customer Journey Map Website Store Web forums Reviews Email Advertising Social media Other? Other? Awareness Discover Purchase Use Bond 2. Highlight an action/communication that the seller could have taken at each touch point to solidify your purchase and your after purchase satisfaction. 0