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Customer Journey Mapping: Turning Field Service Pain Points into Peak Moments
Does your field service feel disconnected? Is the customer experience fragmented by long waits, scheduling issues, and confusing communication? You can’t fix what you can’t see.

This video provides a practical guide to Customer Journey Mapping—the essential process for stepping into your customer's shoes and visualizing every touchpoint of their service experience. Learn how to diagnose hidden frustrations and transform them into Peak Moments of delight.

📌 What You Will Master:
Map Every Touchpoint: Learn how to plot the entire service lifecycle from the customer’s perspective—from the moment of frustration to post-service follow-up.

Identify Emotions & Friction: Discover where the moments of anxiety and frustration occur, and where the opportunities for instant delight lie.

Pain Points to Innovation: See how mapping turns common issues (like long wait times) into actionable opportunities for solutions, such as implementing proactive scheduling or customer self-service portals.

Experience-Driven Service: Understand how intentionally designing the service journey reduces friction, builds trust, and converts satisfied customers into long-term loyal advocates.

Ready to stop guessing and start designing a truly unforgettable service experience? Step into your customer's shoes and map their service journey today!

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