How can we ensure that nothing is left to chance?

Principle #3 It is important to offer support when needed. Yet, how do you know when customers need support if you haven't mapped the customer journey? Matt presents some valid examples to help us think about the customer journey. Here is one of his examples of a supermarket journey: 1 → Find your way in the shop. 2 → Browse the products available. 3 → Ask staff for help with finding a product. 4 → Take products to the checkout. 5 → Check out. 6 → Take the products to the car. Every step of the journey has micro-steps of its own. ⦿ What's your customer's journey? For each and every step, there is an opportunity to make improvements.

You can watch Matt Watkinson breaking down this principle in the video below. It takes less than 2 min. https://www.youtube.com/watch?v=yQJ96_vd3U4&ab_channel=Methodical

Photo by rawpixel.com on Freepik Reference: The Ten Principles Behind Great Customer Experiences by Matt Watkinson. Edinburgh Gate, Harlow. 2013.