Map the Value Leak Across the Journey
Use customer journey mapping to connect a CLV leak to a specific touchpoint and owner.
The friction pile-up Third orders are weak even though first-order satisfaction is high. The timeline reveals a refund notice and loyalty upsell colliding in the same 48 hours. CLV leaks often start as confidence leaks before they show up as repeat-purchase loss. Customer journey mapping Map goals, touchpoints, emotions, and ownership The map shows what the customer is trying to do, where they interact with you, what they feel, and which internal team owns the moment. Shortcut Add a discount where repeat purchase is low. The CLV move targets the touchpoint that created the leak. Journey mapping turns customer friction…
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