Identify high-performing services goals for your venture and the desired customer performance. Each goal needs to be clear, specific, measurable, realistic, and timely (have a timeframe attached to each). Next, map the adoption journeys for 80% of your customers and map your friction and flow. Ensure you have goals for each stage of a customer journey. Include a narrative to answer the following:
From your adoption map, where should you invest in the customer experience to gain return on your investment? Why?
Identify the barriers and opportunities for your customers before, during, and after the decision.
Describe friction points and how you will support customers.