journey map

Home  /  See the Customer’s Journey from Their Perspective- 7/7/26  /  journey map

The Art of the Successful Script - 10/20/26


You’re the customer.  You go to the store, and they ask if you have a loyalty card.  You call the doctor’s office, and they ask for your birth date.   You walk up to the counter, and they ask if you found everything you were looking for. These are all valid Read more

The Key Building Block for Your Customer Relationship - 10/13/26


An automotive manufacturer gets supplies for their vehicles from all over the world.  They have arrangements, service level agreements, expectations for timing and quality of all the parts.  And when they gather all these supplies, they assemble the cars.  They test the cars.  Then they take pictures of those Read more

Be Flexible to Fill the Gaps - 10/6/26


The non-profit has the expected challenges.  There are only 3 people in the organization, yet, they have the same responsibilities of a larger company.  They have to do finance, sales, marketing; they deliver their services to the community, and they need to keep a pulse on what’s going on Read more

Is This Good Customer Service? - 9/29/26


A friend of mine reached out to me recently as she waited for the electrical technician to show up at her house to do some minor repairs.  She had never worked with this company before, but they sent a text about the tech who was soon to arrive. The message Read more

Ownership when Fixing Others’ Errors - 9/22/26


We were conducting training with a client recently, and one of the participants, Jackie, is in a role in his organization where he goes out to the customer site to investigate issues, address customer complaints, and fix problems.  While he’s at the site, he often gets an earful from Read more

Why “No” is So Important - 9/15/26


The employee told the caller: “I don’t think that is possible.” The customer eventually hung up, and redialed to ask a different employee the same question. The employee responded to the customer: “That’s probably not the best way to do it.”  Then, the customer kept asking question after question, arguing Read more

It’s Not “You,” It’s “I” - 9/8/26


During a business writing course that I took years ago, the instructor had us write an e-mail.  I can’t recall if it was written to a co-worker or customer, but after writing this e-mail, she had us count every “I” and “You.”  We talked about how we need to Read more

It Shouldn’t Make a Difference, But… - 9/1/26


We have this conversation with lots of our sports clients, but the principles apply across all different industries.  Too many service representatives view a conversation with a customer as a transaction.  Just get him off the phone as quickly as possible.  The customer is Joe Public, not Joseph Pendergrass.  Read more

Use What the Customer Gives You - 8/25/26


Scenario #1: The customer sent an e-mail to the general inbox at the company.  The message noted that the customer needed to get a family member added to their account, but they couldn’t tell from the website how to do so. The next morning an employee opened up the e-mail, Read more

How Better Customer Service is Better for You - 8/18/26


Oftentimes, we have employees in training or workshops who really want to understand what’s in it for them to deliver better customer service.  How does the employee benefit from a better customer experience? Noted below are 5 different aspects of a great experience desired by the customer.  What if... The customer Read more

•••••

See the Customer’s Journey from Their Perspective- 7/7/26

Posted on July 7, 2026 in Customer Service Tip of the Week Please leave a comment

That customer is face-to-face with you right now, and you are fielding their questions or delivering your service to them.  And oftentimes and understandably, we are so immersed in the moment that we don’t think about what came before or think enough about what comes next.

But in the life of the customer, they have a journey, often an ongoing one with your organization.  So, it helps to understand their perspective, so that you can deliver a better experience, foster a stronger relationship.

Need and Awareness

Let’s start very high-level.  Their journey usually begins with them identifying a need or issue to be addressed, followed by their creating an awareness of your product or your service, or their need reminds them of having heard of your service.

Research and Purchase

Then, they conduct research on the service, or they make an inquiry.  They want to learn more.  That’s when the sales and customer service kick in, and it can lead to an acquisition or a purchase.  This is what most people think of when they think of that customer transaction.

Receipt and Evaluation

Then they receive the product or the service that you deliver.  They are experiencing that product or service and every process/person/policy associated with its delivery, and they’re forming opinions.  They’re going through an evaluation process.

Support…or Not

Then they need support, they need guidance, they need questions answered or issues resolved, and they have to determine or research how to make that happen.

They get that support…or not.  They get that answer from your team…or elsewhere.

Word-of-Mouth and Repurchase

Finally, they decide what that word-of-mouth is going to be.  Will they talk you up positively, be indifferent and not mention your organization at all, or complain to their friends and co-workers?

And that word of mouth – formed from their opinions and experiences – could lead to the potential repurchase of your product.

Understand where you are in this journey, but realize everything that comes before and everything that comes after.  The nature of your encounter with the customer is going to be framed by what happened before, and the experience that the customer and your co-workers have down the road is going to be framed based on the customer’s encounter with you.

See the customer’s journey from their perspective.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page