We brag about the organised chaos it takes to run our businesses. Some of us even get a thrill from working long hours. The challenges to stay in business keep adding up as we keep levelling up.

Don’t know about you, but the first half of 2019 was rough for me. Sales weren’t happening in the rhythm I was used to. Also, this caught me during a pivot for both Business Process Mechanics and Lean Business Platform. I’ll share the lessons learnt on partnerships on another day though.

Here’s a tip

Whenever you make a change in the business model, make similar changes to the business processes. At the very least, review the journey map per client profile.

What customer journey maps are about

I’ve noticed that business owners think of processes as vector diagrams – it happened again at 22 On Sloane. The business owners in their Residency Program expected to be drawing vector diagrams because it was a business process mapping workshop. Instead they each documented a customer journey map. From this, they can design templates which influences training and guides the choice of software. If you have employees or partners, you can confirm each other’s roles and responsibilities. As a solopreneur, this could be the end of organised chaos.

Why any of this matters?

Customer journey maps help you understand your customers needs and how best to fulfil them better than the competition. When I worked for banks and insurance companies, we did this before making any changes to the online platforms. It is also called process mapping.

You can learn to do this online, I recommend Hubspot. I host workshops for people that want to engage on their specific challenges, learn from other people’s experiences and it tends to lead to referral networks. Also, I do offer to review your documented customer journey at no additional cost. Once you can do it for one customer profile, it will be easy to do it for teams and investors.

“Implement the changes. Adopting new habits leads to consistency.”

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organised chaos