Actions

Actions on a customer journey map reflect the specific behaviors, tasks, or interactions that customers undertake during each stage of their journey. These actions can be physical (like clicking a button or filling out a form) or emotional (such as feeling satisfied or frustrated with a product or service).

By mapping out the customer's actions at each phase, businesses can understand how customers engage with their service and identify potential pain points or challenges. This information can then be used to improve the customer experience by developing solutions that address these issues.

For example, during the consideration phase, customers may perform online research, compare various products, read reviews, and seek recommendations. By understanding these actions, businesses can ensure that their product or service is easy to discover online, provide comprehensive and accurate product information, and offer social proof to foster trust and confidence in their brand.