Map your customer journey
Answer from the customer's point of view, not how it's supposed to work. Fill in what you can; the ratings matter most.
Discover
How do people first hear about you and decide to reach out?
Inquire
What happens when someone calls, fills out a form, emails, or messages you?
Decide
How do quotes, consultations, and follow-up work until they say yes or no?
Get started
After they say yes: scheduling, paperwork, payment, and kickoff.
Deliver
The service itself: updates, communication, and handoffs between people.
Return & refer
After the job: check-ins, reviews, repeat business, referrals.
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Want help putting this into practice?
This tool is a starting point. Liberty Smart helps businesses and organizations turn it into a working system through our Growth & Customer Experience work.