Customers experience a business as a sequence of steps: discovering an offer, evaluating it, contacting the team, buying, receiving the service, and deciding whether to return. A customer journey bottleneck is a point where people experience avoidable delay, confusion, or effort. Finding and fixing these points can improve the experience and make daily work more predictable without requiring a major redesign.Map one journey from the customer’s point of viewChoose a common goal, such as booking an appointment or requesting a service quote. Write down each step a customer must take, starting with how they find the business and ending with [...]