Create what you believe is the current state of the customer journey, i.e. the current experience. Use a visual workspace and start organizing your data and touchpoints.
Mapping the current state is like looking in a mirror: you see reality, with strengths and areas that need attention.
First, analyze how your operation works today. What are the main bottlenecks? Is the wait time high? What complaints are repeated frequently? Writing down these answers will help you get a clear picture of what is working and what needs to be adjusted.
Also, listen to those on the front lines: your team and your customers themselves. They can provide valuable insights into what’s working and where the issues lie. This exchange not only provides real information, but also engages everyone in the improvement process.
Another essential step is to review your current metrics. Evaluate benin telegram lead indicators such as average response time, first-contact resolution rate, and satisfaction rating. These numbers give you a good idea of how you’re performing and where to start.
With a well-defined current state map, you have the foundation to create strategic solutions and improve the customer experience. Remember, effective change starts with clarity about where you are, and believe me, that makes all the difference!
Reinforcing that there is no “correct” way to format your customer journey map, but for each phase along the journey timeline, include the touchpoints, actions, channels, and assigned ownership of a touchpoint (sales, customer service , marketing, etc.).