Questions to help improve the customer journey

Really understanding how your customers (and employees, for that matter) experience the processes you put in front of them can help you make improvements that have a big impact. Lack of information about what happens next in a process is a common problem and not difficult to fix. But without that information customers can be left wondering what they are supposed to do next, which is not a great experience.

Here are some thoughts on asking the question: What happens next?

Watch the video: So what happens next?