In the next two minutes
Write down the steps.
A Customer Healthcheck pattern
Nobody represents the voice of the customer
How deep it runs depends on your answers.
Take the Customer Healthcheck
Your answers point at representation.
Product owns the features. Marketing owns acquisition. Support owns the complaints. Engineering owns whether it works. Each team is doing its job as it should, and the customer's path from first contact to repeat use runs straight across all four.
Nobody is accountable for that path as a whole, so nobody speaks for the customer moving along it.
The symptom you'll recognise: A fix in one team's area quietly, or loudly, breaks something in the next, and it surfaces weeks later as a dip on someone else's dashboard.
The tool
The Journey Owner Map.
Each step, in your customer's words. What they're trying to get done: what they love, what they hate, what they couldn't care less about. The one person accountable. The number that tells you it's working. And the date someone last watched a real customer use it.
- 01
Pick the journey that brings in revenue or reduces costs.
- 02
Write its steps the way the customer experiences them.
- 03
Put one name against each step, and colour red any step with two names or none.
- 04
Add the number and the last-watched date.
- 05
Get the red-step owners in a room, agree one owner each, and start a monthly journey review that opens with one real customer recording.
This week
Fill in the names.
This quarter
Run the first journey review.
Every red cell on that map is a chair with nobody in it. Don't assume.
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Read the offer document. It shows exactly how my team and I would start, with quick wins in the first weeks.
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Voice of the customer program
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Heard, the workshop recording and the templates, together.
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Journey Owner Map
Map each step of the journey to one accountable owner.
Get the templateWhy you got this result
In sixteen years I have met maybe two companies that didn't care about their customers at all.
For everyone else, the evidence was already scattered across their analytics, the support queue and the session recordings. It just never reached the room where the roadmap gets decided.