Customers getting lost? We’ll find where, and fix it.
Our customer journey mapping follows real customers from first visit to renewal, finds where they get stuck, and ranks what to fix first.
Why most journey maps end up on a wall
Journey mapping has a reputation problem. The map is rarely wrong. It just never gets connected to the people who can change the journey.
It was built in a workshop, not from data.
A room full of colleagues sketched the journey they think customers take. The tickets, calls and analytics that show the real one never came into it.
It maps the happy path.
The map follows the journey you designed. Customers take detours, switch channels and get stuck in places nobody drew, and that’s where they leave.
Nobody owns the handoffs.
Marketing owns the sign-up, product owns setup, support owns the questions. The worst friction sits between teams, where nobody is accountable for it.
It ends at a poster.
Weeks of work, one beautiful diagram, and no list of what to fix first. Six months later the journey is exactly the same.
It was out of date by launch.
The product changed, a channel was added, pricing moved. With no owner and no refresh, the map describes a company that no longer exists.
What a journey map from us looks like
Every stage, what the customer is doing and how it feels, built from your own tickets, calls and analytics. The dips are where the fix list starts.
Set up. Four in ten first-month tickets ask how to connect an account, and most cancellations happen in the same week.
What our customer journey mapping consulting covers
Customer research
Interviews, support tickets, call recordings and product analytics, so the map shows what customers do, not what the team assumes.
Current-state journey maps
Every step, channel and handoff from first visit to renewal, with how the customer feels at each one.
Segment and persona maps
Separate maps where segments really differ, and one shared map where they don’t.
Friction and drop-off analysis
Where customers stall, repeat themselves or leave, sized by how many it affects and what it costs.
Service blueprints
The teams, systems and policies behind each step, so you can see which one causes the friction.
Future-state design
The journey you want, broken into fixes small enough to ship one quarter at a time.
Every map ends in a fix list your teams own
Each friction point becomes a fix, ranked by how many customers it affects and what it takes to ship. Each one has a team and a date, agreed with the people who will do the work.
Then we give every stage of the journey an owner and set a quarterly refresh, so the map keeps up as the product, channels and pricing change.
Top four, in order
- 1Guided account setup in the appProduct · High impact
- 2Same-day replies for first-month customersSupport · High impact
- 3Welcome email links to setup, not the blogMarketing · Medium impact
- 4Renewal reminder 30 days out, not 3Billing · Medium impact
How an engagement runs
Most journeys are mapped in six to eight weeks, and you can stop after the first call.
Discovery call
Fifteen minutes on the journey that worries you and what you already know about it.
Research
Customer interviews, ticket and call reviews, analytics, and time with frontline teams.
Map it together
The current-state map built with your teams and checked against the data.
Prioritize
Every friction point sized and turned into a fix with an owner and a date.
Hand over
Stage owners named and a quarterly refresh set, so the map stays current without us.
Not sure which journey to map first?
The six-week CX assessment looks across your journeys, feedback, operations and technology, and tells you where the biggest gap is before you commit to mapping it.
Free advice while you think it over
All articlesHow to map a customer journey
A step-by-step method, from research to the fix list, with the mistakes that stall most maps.
Optimizing the digital journey
Where digital journeys lose customers, and how to find the drop-offs in your own data.
Buyer journey vs customer journey
Where one ends and the other starts, and why the handoff between them matters.
Tell us where customers get stuck.
Fifteen minutes, no workshop. Bring the journey that worries you and whatever data you have, and you’ll leave knowing whether it needs a full map or just one fix.
Book a free 15-min call Rather write? hello@rethinkcx.com