YOUR CUSTOMER JOURNEY MAP
The Connected Business Workshop #1 · Rocket Launch
From First Click to Booked Appointment

Business: ____________________  Date: ____________________

For each stage, record the current tool, responsible person, customer’s next step, and existing gap.

1. DISCOVERY — How does someone find you?
Current tool / channel:
Responsible person:
Customer’s next step:
Existing gap:

2. WEBSITE — Can someone understand the service and what to do next?
Current tool:
Responsible person:
Customer’s next step:
Existing gap:

3. RESPONSE — What happens when someone asks a question or calls?
Current tool:
Responsible person:
Customer’s next step:
Existing gap:

4. BOOKING — How does an inquiry become an appointment or a team handoff?
Current tool:
Responsible person:
Customer’s next step:
Existing gap:

5. FOLLOW-UP — Who owns the conversation and the next task?
Current tool:
Responsible person:
Customer’s next step:
Existing gap:

AI BOUNDARIES
Approved facts / questions the assistant may answer:
Information it should collect (only what is needed):
Actions it is permitted to take:
When it must escalate to a person:
Who receives the handoff:
What the assistant should say when it does not know:

YOUR SEVEN-DAY ACTION PLAN
Choose ONE handoff to improve:
The change:
The owner:
The measure:
Current baseline (measure first if unknown):
Day 1 — Map the current process and record the baseline.
Days 2–3 — Define the desired handoff and responsibility.
Days 4–5 — Make the change and check it with an illustrative inquiry.
Day 6 — Check the result, including the failure path.
Day 7 — Review the measure and choose the next step.

Measures to consider:
- Unanswered inquiries
- Time to first response
- Booking completion
- Overdue follow-up
Use consistent definitions and a comparable period. No outcome is guaranteed.

OPTIONAL NEXT STEP
Request a free systems review:
https://rocketlaunch.io/webinars/first-click-to-booked#systems-review

Use your existing tools where they work. Start with one better handoff.