Our Customer Journey Mapping Experience
If you pay any attention to our blog, you’ll know that at the end of September our team met for a weekend retreat. Among the fun and learning, the members of Lance CPA Group participated in a Customer Journey Mapping Experience. This exercise is meant to lead you through the journey of your customer— from the very beginning where they realize there is a problem that needs to be solved, all the way through retention of that customer. Though originally designed to take place over a longer period of time, even the small taste of this exercise inspired our team’s professional development and encouraged each member to look at, and in some cases change, the way they interact with our customers.
Our Director of Operations, Samantha, summarized it well. “Looking at your business from someone else’s perspective is important. Not only are you able to see the perspective of your customer or potential customer, you get to place yourself in the shoes of other members on your team. Having everyone understand their own and everyone else’s importance in the journey is crucial. It’s a fun challenge to be placed in a different role than the one you are typically in.”
Saima, one of our tax associates, also gave feedback. “Doing this exercise and placing me in the position of our customers definitely put things in perspective for me. It totally helped me put myself in their shoes. I’ve already changed some things about the ways I interact with customers. I now try to add in that little extra touch. I now realize that how I interact with our customers helps the sales department, and our firm, to retain these businesses. It feels good to know I was a part in that- helping to deliver on the promises made to our customer at the beginning.” Another one of our team members, Kat, also commented that it was “extremely beneficial to get into the shoes of our customers. It helped us get to the bottom of the most common issues they face on a daily basis.”
The Lance CPA Group team thoroughly enjoyed this Customer Journey Mapping experience. If it’s something you are interested in doing for your own team, take a look at doing a workshop with our friends over at Highland Solutions. They will guide you through the entire program over an extended period of time, and it will surely benefit your business.