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.
APA format
Minimum 2 pages (does not count maps, title page, references, etc.)
2 Maps
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