Customer Journey Mapping for Improved Outcomes and Growth Workflow

Step 1: Identify Customer Touchpoints

Type: Fill Checklist

In this initial stage of process optimization, we focus on identifying all possible touchpoints that customers have with our business. This involves mapping out every interaction, from the first contact to post-purchase follow-ups. Key areas of consideration include online platforms like social media and websites, customer service channels such as phone and email support, and physical locations if applicable. Additionally, we examine interactions facilitated by third-party vendors or partners. By thoroughly documenting these touchpoints, we can better understand how customers experience our business and pinpoint areas where improvements are needed to enhance their journey. This detailed analysis serves as the foundation for streamlining processes and implementing targeted enhancements that ultimately drive customer satisfaction and loyalty.