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Standout service every time with a customer journey mapping tool

The customer journey is important to get right; visiting your business should be a desirable and consistent experience for customers. Using customer journey mapping software, you can standardize and speed up your quality control processes and always meet the same level of excellence
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Key Benefits

Ensure consistent quality  

Use a customer journey mapping tool to outline everything required for an exemplary service experience, and use custom checklists to ensure that those criteria are clear and easy to follow.

Perform tasks consistently  

Following checklists when preparing each element of the customer journey gives you a clear standard to stick to. Because the customer journey software guides employees through each stage of a checklist, there's no chance to skip a step, and results are the same every time.

Continuously improve your service  

Cloud-based customer journey mapping software stores all the data you collect during inspections, so you can analyze it and figure out where you can improve your processes. And by using the platform to gather customer feedback and/or engage in mystery shopping, you can collect information on your customer journey from an outside perspective.

Get a head start with ready-to-use templates

Key Features
1. Set up forms in a snap

Select from over 12,000 ready-made inspection templates or create powerful custom forms in a flash.

Conduct inspections efficiently via the intuitive Lumiform inspection app. From wherever you are, online or offline.

Share observations and assign corrective actions directly to colleagues and track the entire troubleshooting process.

Share your automatically generated inspection reports directly with all stakeholders while thoroughly analyzing all data.

Work collaboratively on actions while logging operations.

Schedule and assign inspections so that they get conducted reliably in time.

Push notifications, emails or SMS remind your team of inspections that need to be done.

Add text comments and photos during an inspection.

Use logics to guide your team through each inspection in a standardized way.

Customize your reports so they fit your needs exactly.

Trigger and assign actions automatically based on an inspector’s answer.

Involve external partners in action resolution at no extra cost.

Connect Lumiform via API to your existing systems.

Create a seamless experience with customer journey software

In gastronomy and other hospitality businesses, your goal is to create a standout and high-quality experience for any customer who enters your premises. That means understanding what it is your customer wants to see from you, and it means designing processes that ensure you can provide it.

To improve and standardize the customer experience, you need a customer journey mapping tool. With a customer journey mapping tool, you can analyze and optimize each step of the guest experience to make it perfect. You can also use customer journey mapping tools to customize experiences across multiple locations, like Familie Wiesner Gastronomie (FWG) does. At the same time, you’ll never have to compromise on quality, hygiene, or other standards.

Customer mapping software enables:

  • Seamless quality control
  • Standardized processes
  • Continuous improvement
  • Control over every factor

Control quality

When you use software to manage and plan out customer journeys, you’re able to set and uphold a quality standard very easily. By preparing custom checklists for your employees to follow during their cleaning, food preparation, and other tasks, you’re able to outline exactly how you want your business to look, how you’ll welcome customers, and even define the service process.

Not only that, but you can prioritize certain tasks over others so that employees know what to focus on. You can even do what FWG does and use customer journey mapping tools for mystery shopping; this way, you can experience firsthand how customers perceive your business. This gives you a clear answer to whether your quality standards are being met or not.

Standardized processes

Creating inspection checklists or using premade templates for things like kitchen cleaning and hazard removal sets a standard way to perform tasks. When criteria are clearly written out, they’ll be met the same way each time the checklist is used.

Standardizing daily processes is an essential piece of curating a flawless customer journey. This way, no matter how many times a customer visits you, your business will always look the same and your service will be consistent. Which is not to say your standards can’t be adjusted; if you ever want to add to or change something, you can edit your checklist with a few clicks.

Continuous improvement

Customer journey mapping software helps you analyze and continuously improve the quality of your services. Each time you perform an inspection using one of your checklists, the data you collect is stored automatically. Then, you or anyone else in the business can use it to make processes more effective.

Stored data is also automatically converted into weekly and monthly data reports that act as visualizations of your inspection results. These charts make patterns apparent, so you can identify the strengths, weaknesses, and inefficiencies in your customer journey planning.

Control every factor

So many things go into creating a specific customer experience. The level of lighting, the way your furniture is arranged, how your kitchen (if you’re serving food) connects to the seating area, how clean the floors are – everything makes an impact. Control all of these factors with a customer journey mapping tool.

Once you know what resonates with your customers, add it to a checklist so that you’ll be able to produce it consistently. You can even use customer journey software to solicit feedback directly from your audience, making customer journey mapping even faster.

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