# 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%)

{% hint style="success" %}
#### 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
{% endhint %}
