Customer Journey Map for Service Businesses

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rifat28dddd
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Joined: Fri Dec 27, 2024 12:30 pm

Customer Journey Map for Service Businesses

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During preliminary research, they found that adult children were making the majority of care home decisions, so that’s the customer persona.

The map follows the decision-making process, to uncover the alternatives these customers consider. And then, covers how the business could expand to meet their needs.

Are you a service business? So is Telus, a Canadian telecommunications company. And they partnered with Bridgeable to create a customer renewal journey map.

Makes sense, right? Keeping renewals strong is cambodia telegram data central to the success (or failure) of service-based companies.

This map was designed to transform the renewal process—and reduce service costs. The process revealed two primary streams of customer behavior: the "passive optimist" who goes with the flow, and the "proactive warrior" who hunts down the best deal.

This end-to-end customer journey map tracks both customer types, along with their emotions and actions (such as, calling the customer service team).


With these map-given insights, Telus employed an AI-driven omni-channel solution to personalize the renewal experience for customers, regardless of how they did research. And in an initial test phase, they saw a 20 percent boost in customer satisfaction!

So ask yourself: does it make sense for you to adopt aspects of the approach in their map?
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