6. Test and identify pain points
Posted: Thu Jan 23, 2025 4:08 am
To confirm your customer touchpoints, you probably checked in on various departments and spoke to customers. This is great work but you need to take another step further: test it yourself. Go through the customer journey from the viewpoint of the customer.
While you’re testing the journey, keep an eye out for malta b2b leads challenges, confusion or any frustrating moments. For example, if the website takes forever to load, if instructions aren’t clear or if reaching customer support is a headache, make detailed notes of these issues.
It’s also a smart move to collect feedback from both colleagues and customers who’ve gone through the journey. This way, you double-check and confirm your findings for a more complete picture.
A hands-on approach ensures your customer journey map reflects the real-world experience and equips you to take targeted actions to improve the overall customer journey.
7. Make changes and find solutions
So your map is complete. What’s next? You need to find or create solutions to the pain points you identified in the previous step.
Now’s the time to check in on the goals you established in step one and make the moves to smooth out the journey. Give yourself time and space to implement some of the solutions, whether a quarter or six months, and check back on the map to update it.
As you put these changes into action, make sure to watch your customer journey map closely. Don’t forget to keep it up to date to show the improvements and how they affect the customer experience. This keeps your customer journey map fresh and super useful for steering your brand toward delivering an exceptional customer experience.
While you’re testing the journey, keep an eye out for malta b2b leads challenges, confusion or any frustrating moments. For example, if the website takes forever to load, if instructions aren’t clear or if reaching customer support is a headache, make detailed notes of these issues.
It’s also a smart move to collect feedback from both colleagues and customers who’ve gone through the journey. This way, you double-check and confirm your findings for a more complete picture.
A hands-on approach ensures your customer journey map reflects the real-world experience and equips you to take targeted actions to improve the overall customer journey.
7. Make changes and find solutions
So your map is complete. What’s next? You need to find or create solutions to the pain points you identified in the previous step.
Now’s the time to check in on the goals you established in step one and make the moves to smooth out the journey. Give yourself time and space to implement some of the solutions, whether a quarter or six months, and check back on the map to update it.
As you put these changes into action, make sure to watch your customer journey map closely. Don’t forget to keep it up to date to show the improvements and how they affect the customer experience. This keeps your customer journey map fresh and super useful for steering your brand toward delivering an exceptional customer experience.