In today’s competitive business world, the customer journey concept has moved to the center of companies’ sales and marketing strategies. Every step from when potential customers encounter your brand to the purchase and loyalty stages contributes directly to business growth when analyzed and managed correctly.
So, how can you visualize this journey with the right partner and in the right way, develop a shared strategic perspective with your teams, and make your sales and marketing processes more effective? This is where Miro comes into play with Omtera as a Solutions Partner.
Understanding the customer journey is not only a marketing strategy but also the cornerstone of customer experience management. Every touchpoint a brand establishes with its customer plays a critical role in building long-term trust and loyalty.
The customer sees your brand for the first time at this stage. Brand awareness forms through ads, social media posts, blog content, or word of mouth.
Why it matters for the company: If you don’t deliver the right message at this stage, your potential customers may drift to competitors.
Miro’s contribution: For the awareness stage, you can create a visual channel map in Miro to clarify which marketing channels enable the customer’s first contact.
Example: A software company can reach technical managers with LinkedIn ads. In Miro, this touchpoint is marked as the “first entry gate.”
The customer compares your product or service with alternatives. Price, features, trust, user experience, and customer reviews are decisive at this stage.
Why it matters for the company: If you don’t clarify the points that differentiate your brand from competitors at this stage, you may get lost in the customer’s decision process.
Miro’s contribution: Teams can prepare competitive analysis tables (SWOT, pros/cons) in Miro to visualize which criteria the customer values.
Example: An e-commerce site can show in its Miro map that users compare its products with rival platforms. Here “fast delivery” can be marked as a strength and “high shipping fee” as a weakness.
The customer makes the purchase decision. This stage is the most critical point of the sales funnel. Even a small issue in the user experience can cause a lost sale.
Why it matters for the company: Cart abandonment, complex checkout forms, or lack of trust can lower sales at this stage.
Miro’s contribution: By preparing customer journey flowcharts in Miro, you can identify why customers drop off during the checkout process.
Example: If a SaaS company experiences a 40% drop from free trial to paid subscription, this transition is marked with a red pain point in Miro.
The sale is just the beginning. In the loyalty stage, the customer stays attached to your brand, repurchases, and recommends you to others.
Why it matters for the company: Retaining an existing customer is less costly than acquiring a new one. Loyal customers become your brand advocates.
Miro’s contribution: For the loyalty stage, you can maintain a customer feedback board in Miro or track NPS (Net Promoter Score).
Example: A mobile app company can map users’ renewal motivations on a Miro board and develop “loyalty program” ideas collaboratively within the team.
If you cannot visualize these stages properly:
Creating a customer journey map with Miro ensures all teams speak the same language. Thus, actions that strengthen customer experience are taken not only in theory but also in practice.
Customer journey mapping is one of the most effective ways to understand the customer experience end to end. Rather than drawing a purely theoretical table, doing this with your teams in a dynamic, visual, and interactive environment multiplies its value. This is where Miro’s powerful online whiteboard features come into play.
Visualize Steps:
Every step from the customer’s first contact with the brand (e.g., social media ad, Google search) to post-purchase support can be diagrammed in Miro with visual blocks and arrows.
Identify Critical Touchpoints:
Touchpoints like email, live chat, mobile app notifications, or physical store visits can be marked so teams understand which channels are critical for the customer.
Analyze Pain Points:
Use “pain point” icons or color codes to identify where customers struggle (e.g., complex checkout, slow delivery).
Discover Sales and Marketing Opportunities:
Gaps in customer behavior (e.g., lack of information, trust issues) can be turned into opportunities for new campaigns or content strategies.
Miro offers specially prepared templates like Customer Journey Map, Service Blueprint, and User Story Map. With these templates, teams:
Tip: With Omtera’s consultancy, these templates can be customized for your company. Thus, you get not only a generic schema but a map tailored directly to your sales and marketing processes.
A customer journey map for an e-commerce brand might look like this:
Awareness Stage:
Consideration Stage:
Decision Stage:
Post-Purchase Stage:
This example clearly shows that Miro functions not only as a visualization tool but also as a problem detection and solution generation tool.
Miro goes beyond being a standalone tool. For example:
Thanks to these integrations, the customer journey becomes not just a visual document but a living management tool.
To use what Miro offers in the most efficient way, the right consultancy and guidance are essential. This is where Omtera comes in.
As an official Miro Solutions Partner, Omtera provides companies with:
Thus, businesses don’t just use a tool; they derive strategic value from the tool.
Customer journeys visualized with Miro provide many advantages to companies:
Companies using Miro under Omtera’s consultancy:
Omtera’s expert training and customized integration solutions ensure customer journey projects are implemented much faster and more effectively.
Would you like to see your customer journey more clearly and increase your sales? Get in touch with Omtera now and bring the power of Miro to your business.
How is customer journey mapping done with Miro?
By selecting one of the ready templates and visualizing stages, touchpoints, and opportunities together with your teams.
Why is Omtera important?
Because it helps you optimize not only the tool but also the strategy. Omtera’s training plays a critical role in ensuring teams use Miro efficiently.
Which industries can benefit?
All industries that interact with customers can benefit, including e-commerce, SaaS, finance, manufacturing, education, and healthcare.
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