A person can't truly understand another person without first taking the time to walk in their shoes. The client is the most important figure in your company. This exercise is designed to help you follow the path your clients take when they encounter your company, to help you determine if any changes in this process are needed.

Map out where customer interactions take place currently and the path they generally follow. If you advertise, cold call, or network, make sure to include these interactions as well. Below is a simple sample of what it might look like.

Feel welcome to draw multiple maps if they apply, and strive to gather every kind of encounter a customer might have with your company. Include names of the individuals from your company involved in the process and timelines, add pictures.

Your goal is to clearly see what your customer sees.