Turn A Journey Map Into Triggers

Cam opens a onboarding workflow with five triggers, four goals, and no clear owner. It runs, but nobody can explain why a contact gets message three. Customer Journey Mapping (Nielsen Norman Group) The common trap is editing messages before agreeing on customer state, success metric, and exit rule. Stage Separate weak attention from active evaluation. The same message cannot serve curiosity and buying readiness equally well. Promise Give each path one next useful action. The promise should reduce effort for the customer. Metric Measure customer progress, not only opens. One blended open rate hides whether the path worked. Exit Stop…

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