This episode of the Workshop Minute discusses how business owners can identify bottlenecks in their services by going beyond a traditional customer journey map. Matthew Shipp explains that mapping out the full customer experience process, including internal systems and employee roles, can reveal inefficiencies. He recommends visually mapping these interactions and involving staff for feedback to optimize processes and improve both the customer and employee experience.
The key points from the episode are:
Going beyond a customer journey map to map out internal processes and systems can reveal bottlenecks and inefficiencies
Over time, small workarounds and tweaks can become incorporated inefficiencies that waste time and money
Visualizing the full customer experience process allows owners to see how customers, employees, and systems interact at each step
Mapping the process and getting staff input ensures the mapping is accurate and gives employees ownership over improvements
This process can identify quick fixes, projects, and areas for streamlining to enhance both the customer and employee experience