Tracking Your Customers’ Journey

Q4 is a great time to take a step back and analyze what’s working and what isn’t in your business.
This article is about doing that exact thing with your customers’ journey.
Identifying “break points” that occur throughout the process is the first step toward improving the overall experience for your clients.
And the more effort you put into this exercise, the greater impact it will have on your business.
 

How to Do It

Sometime between now and the New Year, schedule a few hours to perform a deep dive on as many recent transactions as you can handle.
Whether that’s three months or three years, collect whatever data or notes you have to conduct a thorough analysis.
Then put yourself in a client’s shoes and walk yourself through the entire home buying or selling process for each of those transactions. Try to recall what went well, but more importantly, where things broke down.
Make sure to take notes and look for patterns as you continue to track your customers’ journeys.
When you see a pattern emerge, that’s an area that needs improvement.