A well-crafted customer or membership proposition is critical to your strategy. By staying attuned to your customers’ needs both present and future, you can safeguard your business from obsolescence (think Blockbuster).

To succeed, it’s essential to analyse the entire customer journey from start to finish. Doing so ensures that you identify and remove potential barriers, whether they occur early or later in the process.

Key Steps to Build and Refine Your Customer Journey:

Step 1 – Map the Customer Journey

Step 2 – Identify Pain Points

Step 3 – Gather Customer Insights

Step 4 – Collaborate Across Teams

Step 5 – Test and Iterate