By Christine DeFelice
We’ve uncovered compelling insights into the last blog post titled: Improve Customer Delight with Customer Journey Mapping. Let’s take a deep dive into the Service Blueprint, which is an extension of the Customer Journey map.
The service blueprint can be found below the front stage (where customers engage with your business) of the Customer Journey map. It takes us below the surface and unveils the pulse of your business, from behind-the-scenes brilliance to backstage frameworks.
Whether it’s uncovering the roots of your customers pain points, enhancing current experiences or crafting brand-new adventures, it’s your tool for transforming the customers’ journey.
Build the service blueprint when you’re in the flow of customer understanding or zooming in on those crucial pain points. Embrace this strategic approach to transform customer insights into action.
Ready to develop your service blueprint? Step one: handpick the end-to-end experience you want to spotlight or improve. We’re capturing insights from the customers journey already highlighted on the Customer Journey map.
Now, it’s time to explore in greater detail each step in the end-to-end journey. Gather the essential departments that will bring their valuable knowledge to this collaborative experience. The idea is to pinpoint the processes that missed the mark in delivering a great customer experience.
The benefit to your hard work is a thorough Customer Journey map that reflects the high-level excitement of your customer experience as well as the specific details happening beneath the surface.
The dynamic trio in the Customer Journey map includes – the front-stage, backstage, and the enlightening behind-the-scenes.
In the practice of Customer Journey mapping the spotlight focuses first on the front-stage experience. This is where your customers engage with your website or meets friendly staff at the counter in your store. It all comes from the customers unique viewpoint and covers the full end-to-end journey.
The backstage is where the support staff, systems and partners work. Take the actress, Ayo Edebiri’s unexpected shout-out during her Golden Globes acceptance speech as an example. Towards the end of her speech, she thanked her agents’ and managers’ assistants. This was noteworthy because she recognized their crucial backstage role working in the entertainment industry.
The final piece of our dynamic trio: behind-the-scenes. Notice the backstage mastery unfold through rules, regulations, policies and budgets.
Unveiling the hidden layers and behind-the-scenes insights provides businesses with a holistic perspective to enhance customer experiences. Mastering the front-stage, backstage and the detailed service blueprint empowers businesses to organize a seamless and memorable customer journey.