Journey & Service: key terms, formulas and examples
The customer journey covers every touchpoint from discovery to advocacy. Map it, remove friction and drop-off points, and personalize across channels.
Example
A customer who must repeat a problem to four agents gets frustrated.
Takeaway
Walk the journey as the customer, then remove the biggest pain point.
Key terms
- Customer journey
- All the steps a customer takes from discovering to using your product.
- Pain point
- A specific problem customers want solved.
- Service level agreement
- A promise about the quality and speed of service you will deliver.
- Word of mouth
- Customers recommending you to others on their own.
- Touchpoint
- Any moment when a customer interacts with your company.
- Customer persona
- A fictional profile of a typical customer.
- Omnichannel
- A seamless experience across all channels.
- Personalization
- Tailoring offers to individual customers.
- Moment of truth
- A key interaction that shapes the customer's opinion.
- Self-service
- Letting customers solve issues without staff.
- User experience
- How easy and pleasant a product is to use.
- Voice of the customer
- Gathering what customers want and need.
- Customer advocacy
- Customers actively recommending your business.
- Journey map
- A visual of each step a customer takes.
- Friction
- Anything that makes a task harder for customers.
- Drop-off
- The point where customers abandon a process.
Formulas
Customer churn rateL ÷ S × 100
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