Tell me about your business.
Before we design your customer journey, I’d like to understand who you serve and what you want your customers to remember about doing business with you.
Let’s see your business through your customer’s eyes.
Begin with the very first Interaction your customer has with your business. Your journey starts empty because no two companies follow the same path.
Walk beside your customer. Don’t list departments or internal tasks. Capture what the customer actually experiences.
What important moments are missing?
Now that you have the beginning of the journey mapped, look beyond the obvious transaction.
Click any suggestion to add it directly to your customer journey. You can edit it afterward.
Every Interaction is a Moment of Truth.
Select a journey moment from the roadmap and briefly describe what currently happens. Don’t improve it yet. Simply document today’s experience.
This is your customer journey today.
Before adding Customer Kisses, look for the gaps. Where do customers wait, wonder, feel forgotten, or hear nothing from you?
Did you consider…
Click any consideration to add it directly to your customer journey.
Some of the most memorable Customer Kisses happen when your customer least expects them. Don’t plan only for happy moments. Think about when your customer most needs to know you are paying attention.
You’ll apply all six Customer Kisses to an existing Moment of Truth or create a brand-new customer moment.
Now we add the Customer Kisses.
Customer Kisses are the intentional moments you create along your customer journey.
They build loyalty, keep you top of mind, and help turn a client into a forever client. They are the most valuable part of the journey because they go beyond the transaction and make the customer feel welcomed, remembered, appreciated, and valued.
The transaction may earn the sale. The Customer Kisses are what strengthen the relationship, create referrals, and give your client a reason to stay.
We’ll walk through all six Customer Kisses: Welcome, Connection, Memory, Surprise, Loyalty, and Goodbye.
For each one, you can make an existing Moment of Truth a Customer Kiss or add a new intentional moment to your customer journey. You can also decide how you will acknowledge the customer and whether a gift would strengthen that moment.
Welcome
Congratulations!
You've just transformed your customer journey into an intentional Customer Journey Blueprint™ using the Customer Kisses® Framework®.
This Blueprint is more than a map of your business—it is a practical guide for creating experiences that make your customers feel welcomed, remembered, appreciated, and valued long after the transaction is complete.
Create tasks, reminders, notes, and workflows for the moments your team must deliver consistently. Capture birthdays, milestones, preferences, and personal details so the information has a purpose—not just a place to live.
Kristi’s Coaching Moment: Your CRM tracks information. The CK Framework gives that information purpose. Decide which moments should be automated and which must remain personal.
Bring your CK Blueprint™ to life.
There are many ways to strengthen your customer journey so that you stay top of mind, your clients remain loyal, and your team is aligned with maintaining the customer experience you intentionally designed.
In a private CK Strategy Session, Kristi will help you review your Blueprint, identify the strongest opportunities, refine your Customer Kisses, and decide what to implement first.
Bring your completed Customer Journey Blueprint™. You will leave with clarity on where to strengthen your customer journey and what to implement next.