How to Identify Gaps in Customer Journeys

A gap analysis is one of the most powerful tools for a customer service leader. Use it to pinpoint exactly what your team needs to do. There are three steps: 1️⃣ Identify desired performance Get super-specific. Generic targets like "improve customer service" or "reduce complaints" are too vague and squishy. Pick a metric like customer satisfaction scores, customer retention rate, or something else that's measurable. For example, let's say your team wants to reach an 85% average on your customer service survey. 2️⃣ Identify current performance Determine where your team is right now, using the same metric you picked for number one. For example, if you're working on customer satisfaction surveys, perhaps your team's current average is 82%. Now, the picture is getting clearer! 3️⃣ Analyze the gap Measure the gap between current and desired performance. Analyze the reasons the gap exists. In our customer service survey score example, a gap analysis might reveal that first contact resolution is dragging down the score. Specifically, a second call within 24 hours or a second email within 12 hours. A closer look reveals customer service reps are missing opportunities to prevent the next contact. Now, you have insight you can use. A quick hit training session to help the team improve their ability to solve issues on the first contact might close the gap. Try doing a gap analysis with your team. I've created a worksheet you can use: https://lnkd.in/eUkjh8cs

Are you leaving money on the table? My bulletproof system to find out and fix it. I've spent the last 6+ years helping 100s of entrepreneurs, startups, and small businesses grow faster. This is how I diagnose where they can quickly 2-3x profits. 𝗦𝘁𝗲𝗽 𝗢𝗻𝗲: 𝗠𝗮𝗽 𝘁𝗵𝗲 𝗲𝗻𝘁𝗶𝗿𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗷𝗼𝘂𝗿𝗻𝗲𝘆 What are the steps someone takes to become a happy, paying customer? - How do they get to the website? - How do they become a lead? - How do they start a sales conversation? - How do they become a customer? - How do they experience value? - How do they refer a friend? - How do they churn? 𝗦𝘁𝗲𝗽 𝗧𝘄𝗼: 𝗧𝗿𝗮𝗰𝗸 𝘁𝗵𝗲 𝗰𝗼𝗻𝘃𝗲𝗿𝘀𝗶𝗼𝗻 𝗿𝗮𝘁𝗲𝘀. Create a boring old spreadsheet with the conversion rates of each stage of the buyer's journey. 𝘋𝘰 𝘕𝘖𝘛 𝘳𝘦𝘭𝘺 𝘰𝘯 𝘥𝘢𝘴𝘩𝘣𝘰𝘢𝘳𝘥𝘴. 𝘛𝘩𝘦𝘺 𝘢𝘳𝘦 𝘵𝘰𝘰 𝘱𝘳𝘦𝘵𝘵𝘺 𝘢𝘯𝘥 𝘤𝘩𝘢𝘯𝘨𝘦 𝘵𝘰𝘰 𝘲𝘶𝘪𝘤𝘬𝘭𝘺. Then, track the numbers week over week for the last 6 months. You will instantly notice issues: - Bottlenecks - Huge drop-offs - Lack of progress Quantitative data helps spot patterns. Qualitative data tells you why they exist. 𝗦𝘁𝗲𝗽 𝗧𝗵𝗿𝗲𝗲: 𝗗𝗶𝗴 𝗶𝗻 𝘁𝗼 𝗳𝗶𝗴𝘂𝗿𝗲 𝗼𝘂𝘁 𝗪𝗛𝗬 - Talk to your team to get their thoughts - Ask recent customers about their journey - Review it all from your buyer's perspective 𝗦𝘁𝗲𝗽 𝗙𝗼𝘂𝗿: 𝗖𝗿𝗲𝗮𝘁𝗲 𝘆𝗼𝘂𝗿 𝗽𝗹𝗮𝗻 𝘁𝗼 𝗶𝗺𝗽𝗿𝗼𝘃𝗲 Plan them in 3 categories: 1. Low-hanging fruit Simple changes you can make in a few hours. - Add a Contact Us form to the website - Automate sales meeting reminders - Edit your LinkedIn profile 2. Process tweaks Changes you can make to things you are ALREADY doing. - Bring in legal sooner in the sales process - Send a custom video to new prospects - Templatize your proposals 3. Long term projects These will have the biggest impact, but take the longest time. - Rewrite your sales onboarding process - Create a new marketing funnel - Develop a new offer/product 𝗦𝘁𝗲𝗽 𝗙𝗶𝘃𝗲: 𝗘𝘅𝗲𝗰𝘂𝘁𝗲, 𝗺𝗲𝗮𝘀𝘂𝗿𝗲, 𝗮𝗻𝗱 𝗶𝘁𝗲𝗿𝗮𝘁𝗲 Start putting your plan into action! But keep tracking your metrics to see how they change over time. Are they improving? If not, why not? If so, how can we double down? Simple, but effective as hell. Give it a try, and let me know what you find. If you want help, DM me or book some time. ♻️ Repost if this helped or inspired 🔔 Follow me, Kasey Jones for more 👇 Become your industry's go-to expert

People overcomplicate growth strategy. Listen, if you're below $1,000,000 a year: Avoid: - Testing 10 new ads per week - Tweaking sales script every call - Changing your landing page monthly Instead: - Clearly map your customer journey - Start collecting data on every step - Research industry 𝗯𝗲𝗻𝗰𝗵𝗺𝗮𝗿𝗸𝘀 - Spot your biggest bottleneck - Fix it, then do a new one Focus on this until you get big enough so you have specific teams and departments. Here's how you can do it: 𝟭/ 𝗠𝗮𝗽 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗷𝗼𝘂𝗿𝗻𝗲𝘆 ↳ List all major steps people take from their first interaction with your business. 💡 Pro tip: Add steps after the sale, like activation, retention, referrals, etc. 𝟮/ 𝗦𝘁𝗮𝗿𝘁 𝗰𝗼𝗹𝗹𝗲𝗰𝘁𝗶𝗻𝗴 𝗱𝗮𝘁𝗮 𝗼𝗻 𝗲𝘃𝗲𝗿𝘆 𝘀𝘁𝗲𝗽 ↳ Gather all metrics in a simple Google Sheet this will help you understand what's up. 💡 Pro tip: alongside conversion rates, track the time it takes to pass each stage. 𝟯/ 𝗥𝗲𝘀𝗲𝗮𝗿𝗰𝗵 𝗶𝗻𝗱𝘂𝘀𝘁𝗿𝘆 𝗯𝗲𝗻𝗰𝗵𝗺𝗮𝗿𝗸𝘀 ↳ Ask chat GPT, talk to people, spy on competitors, read industry reports, listen to podcasts... Find the data! You need to know what's considered a good CTR, good contact rate, good close rate in your space, for businesses of similar size and services. 𝟰/ 𝗦𝗽𝗼𝘁 𝘆𝗼𝘂𝗿 𝗯𝗶𝗴𝗴𝗲𝘀𝘁 𝗯𝗼𝘁𝘁𝗹𝗲𝗻𝗲𝗰𝗸 ↳ Compare the success of your user journey with industry 𝗯𝗲𝗻𝗰𝗵𝗺𝗮𝗿𝗸𝘀. Find the most lagging. 💁♂️ Example: Your contact rate is 40%, the industry average is 60% while your close rate is 10%, the industry average is 30%. Your contact rate is 1.5 times smaller than 'average.' Your close rate is 3 times smaller than the 'average.' Rank all your bottlenecks like that and work on what sucks the most. 💡 Pro tip: sometimes your close rate is bad because you don't qualify prospects enough. Keep in mind that each stage affects the next one. 𝟱/ 𝗙𝗶𝘅 𝗶𝘁, 𝗼𝗻𝗲 𝗮𝘁 𝗮 𝘁𝗶𝗺𝗲 ↳ Now, when you lined up your bottlenecks, analyzed probable causes, and picked one to fix. Dive into tactics if you don't know how to do it. 💁♂️ Example: You figured that your close rate sucks, so this is your target to solve. Why tho? • Google how to increase close rate • Read a chapter from a book • Watch a YouTube video 1. Close the knowledge gap. 2. Come up with the hypothesis. 3. Implement the change and watch. Worked? — Great. ↳ Move to the next problem to solve. Didn't? — Great. ↳ Lesson learned. Try another way. This is about as complex as it should be before $1M. Good luck! P.S. Do you use benchmarks in your strategy? ♻️ Repost if this was helpful. ➕ Follow Lian for more like this.