Customer Journey: Example Output

Segment: Small Business Owners

Journey map based on data from 25,000 customers over 12 months.

Journey Stages Analysis

Awareness

Pain Points:

• Unaware of community bank benefits

• Confused by banking options

Opportunities:

• Targeted local advertising

• Educational content on community banking

Consideration

Pain Points:

• Comparing rates and fees

• Unsure of community bank capabilities

Opportunities:

• Transparent rate comparisons

• Case studies showcasing small business support

Account Opening

Pain Points:

• Complex paperwork

• Lengthy processing times

Opportunities:

• Streamlined digital application

• Dedicated small business onboarding team

Ongoing Relationship

Pain Points:

• Inconsistent communication

• Unmet financing needs

Opportunities:

• Personalized banking advisor

• Proactive financial health check-ins

Key Metrics

• Average Journey Duration: 28 days

• Account Opening Rate: 15% (5% increase after optimization)

• Customer Lifetime Value: $12,500 (25% increase)

• Net Promoter Score: 68 (12 point increase)

Critical Touchpoints

• Local business association events (32% of first touchpoints)

• Product comparison webpage (28% drop-off rate)

• Online application form (60% completion rate)

• Quarterly business review meetings (85% satisfaction rate)

Behavioral Insights

• 65% of small business owners prefer digital channels for routine transactions but value in-person support for complex needs

• Customized financial advice increases product adoption by 30% and customer loyalty by 40%

• Small business owners who attend educational events have a 55% higher engagement rate

• Lack of community involvement is the primary reason for 38% of customer churn, followed by uncompetitive rates (25%)

AI-Driven Optimization Recommendations:

• Develop a user-friendly product comparison tool emphasizing community bank advantages to reduce consideration stage drop-offs

• Implement a digital application tracker with personalized support to improve account opening completion rates

• Launch a series of small business financial health webinars to boost engagement and demonstrate expertise

• Create a community impact dashboard highlighting local initiatives to differentiate from competitors and reduce churn

• Offer tailored financial solutions based on business stage and industry to increase product relevance and adoption