CUSTOMER JOURNEY BUILDER
Build a Customer Journey Your Clients Never Want to Leave
Every customer is on a journey with your business. Most customer journeys happen by accident. The Customer Journey Builder helps you step into your customer’s shoes, map every interaction from their perspective, and discover the moments that deserve more intention.
STEP 1
Build Your Customer Journey
You’re about to build the journey your customer takes through your business—from their first interaction with you through the relationship that follows. Walk through every step from their perspective, not yours. At each moment, ask: What do they want? What do they expect? How does this experience make them feel? And what could you do differently to make it better?
We’ve given you a starting journey to make it easy. Rename, rearrange, remove, or add moments until it reflects your business—and the experience you want your customers to have.1 of 3
KRISTI'S COACHING TIP
An email isn't an acknowledgment.
If you want your customer journey to feel intentional, think beyond the expected. Acknowledgments are the moments that make your client feel seen, valued, and remembered.
Consider a video or audio message, a personal phone call, a handwritten note or card, a thoughtful gift, or even a branded item. Later, you'll have the opportunity to polish and strengthen these moments. For now, ask yourself: What would my client never expect — and how could I go just a little above and beyond?
STEP 2
Improve Your Client’s Experience
Move beyond the transactional moments in your journey and add intentional moments that make your clients feel valued, remembered, and cared for.
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STEP 3
Pause & Review
Review your journey, rearrange the order and add any final moments before completing your map. You can click the back button to add or edit acknowledgments. Spend time on this! The next step invites you to download your Customer Journey, so PAUSE and REVIEW as many times as needed. Remember to review this from your client's perspective.
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Your current journey
Review the order of your journey before completing your map.
Questions to consider
✓
Your Customer Journey Map is Complete
You did it. You now have something most businesses never take the time to create - a customer journey designed from your customer’s point of view.
This Customer Journey Map is yours. Download it for free, share it with your team, and start implementing it in your business today. Even if you stop right here, you now have a clearer way to see what your customers experience—and where you can make that experience better.
And if you’re ready to take it further...For nearly 30 years, I’ve helped businesses discover something important: Customer loyalty isn’t created by doing more at every step. It’s created by knowing which moments matter most—and making those moments feel extraordinary. That is the Customer Kisses® Framework: my signature methodology for transforming the customer journey you just created into an intentional Customer Experience Blueprint designed to make your customers feel welcomed, remembered, appreciated, and valued.The Customer Kisses® Framework is an optional paid experience. Your completed Customer Journey Map is yours to download and use whether you continue or not.
YOUR FREE JOURNEY MAP
Keep a Copy of the Journey You Created
Download your completed customer journey and start putting it to work with your team.
READY TO TAKE YOUR JOURNEY FURTHER?
Design the Experience That Makes Your Company Unforgettable.
Unlock the Customer Kisses Framework®
$37 • One-Time Purchase
You’ve mapped what your customers experience.
Now let’s intentionally design how you want them to feel.
The Customer Kisses Framework® guides you through six proven relationship-building moments and helps you decide exactly where they belong in the journey you just created.
You’ll unlock:
- Step-by-step guidance through all six Customer Kisses®
- Personalized recommendations for where each CK Moment belongs in your journey
- Practical, budget-friendly ideas you can implement immediately
- A downloadable Customer Experience Blueprint to use with your team
Stop leaving the moments your customers remember to chance. Design them with intention.
Welcome to the Customer Kisses Framework®
The CK Framework: The Proven System for Keeping Customers for Life.
You’ve mapped your customer journey. Now let’s intentionally strengthen it.
YOUR COMPLETE JOURNEY
Give Every Moment More Intention
Before you continue, look at your original customer journey and every saved Customer Kiss together. Then click through each moment. Where needed, add a meaningful acknowledgment and the time frame for delivering it before you download your final Blueprint.
MEET KRISTI BROCATO
Put Expert Eyes on Your Customer Journey
For nearly 30 years, I helped businesses build stronger customer relationships through thoughtful gifts and intentional customer experiences.
Along the way, I discovered something. The businesses with the most loyal customers weren't always the biggest or the loudest. They were the ones that intentionally made their customers feel welcomed, remembered, appreciated, and valued.
I'd love the opportunity to help you do the same.
During our 60-minute strategy session, we'll:
- Review your completed Customer Journey Blueprint together.
- Identify gaps and overlooked opportunities.
- Strengthen the moments that build trust and loyalty.
- Brainstorm meaningful acknowledgments and gifts that fit your brand.
- Prioritize the ideas that will have the greatest impact.
- Leave with a clear action plan you can confidently implement.
60-Minute Strategy Session
$197
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