Journey maps are a powerful tool to visualize how customers interact with your service and to find out where and why they churn. The most basic journey map should at least consist of customer actions, thoughts, pain points and emotions. To get an even better understanding, I even like to add lanes like opportunities, typical customer questions, ways to proactively problem-solve or ways to increase customer lifetime value. Before starting, it is necessary to understand how people are using your service.
- Improve the part with the worst user experience first.
- Update and review journey maps regularly.
Use the net promoter score as an early warning sign for customer churn.
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