Map the journey: The five stages of customer experience
In the article, Undercover boss: How to mystery shop your business to improve results, the very first step to creating your very own mystery shopping program was to get into the details and implicitly understand your customer’s experience.
When I’m coaching businesses, my first port of call is a journey mapping workshop. Thanks to SmartCompany Plus, you can now get your customer experience journey map template and follow the instructions below to kick start your very own Customer Experience (CX) Journey Map within your organisation — no matter the size.
Grab the template and let’s do this.
1. Consider the experience
Consider the experience you would like to map out. Common examples are starting with your most purchased service offer (each service offer will require its own journey map).