![]() The customer journey mapping exercise doesn’t end there. What simple changes can be made to fix the pain points? What communications can be put in place to answer common questions? What technology can be used to solve process challenges and make service efficiencies? Identify and prioritise your solutions and remember to allocate an owner for each. Use your identified points of friction to create an action list of improvements. STEP 4: Maximise and improve your touchpoints Does your menu load slowly on your website? Are customers forced to queue to get a table because you don’t take bookings? Are customers left waiting to pay the bill because your team members are busy serving other tables? And so on… Once you’ve understood your persona's goals and written down their touchpoints, walk through each of the journey maps for your customer groups with your team to help identify any points of friction within the customer experience. How did they feel during each touchpoint experience and why?.The steps they used to complete the stage?.What did they expect the process would be like?.What were their goals, what did they want to achieve?.Everything you can possibly think of.įor each stage of the journey and for every touchpoint, try to identify: This could include searching online for your business, the experience on your website, booking a table, arrival, ordering food, paying the bill, not forgetting any third-party experiences of your brand via services such as Deliveroo or TripAdvisor. Once you've created a persona document for each of your customer types, you can use them to create a unique customer journey by persona list out each stage and every single touchpoint of their customer experience with your brand – from start to finish. STEP 2: List out every touchpoint in your personas’ buyer journeys ![]()
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