One customer journey map
Document the steps from a won enquiry to the agreed onboarding or delivery milestone.
Retention · Surrey & Metro Vancouver
Customer experience setup
Make the first days after a sale clear and reassuring. We map one customer journey, remove confusing handoffs and build a small set of onboarding and feedback touchpoints.
Your investment
CAD $799 one-time
Built around a clear scope
Make the experience match the promise.
For service businesses with repeat questions, unclear onboarding or avoidable gaps between the sales promise and delivery. Useful when an owner wants a process the whole team can follow.
Welcome and preparation assets
A welcome message, preparation checklist and next-step guide tailored to your service.
Three customer templates
Up to three additional templates for progress updates, feedback or a service completion handoff.
Responsibility checklist
Assign the important customer touchpoints to named roles with clear triggers.
One feedback flow
Set up one supported satisfaction or feedback request and explain how the team should act on responses.
How we work
A clear path from brief to delivery.
Find uncertainty
Review where customers ask the same questions, wait without an update or receive conflicting information.
Make the next step visible
Create messages and checklists that explain what happens, who owns it and what the customer needs to provide.
Close the loop
Collect feedback consistently and route concerns to someone able to solve them.
Make the experience match the promise.
- 01Welcome
- 02Set expectations
- 03Deliver clearly
- 04Ask for feedback
What it could look like
A practical business example.
An accounting firm can welcome a new client with a secure document checklist and a clear first-month timeline. A home services team can send preparation instructions and explain what happens after the visit. A SaaS team can guide the first useful task rather than overwhelming a new user with every feature.
Illustrative scenario, not a client result or forecast.
What success means
Look for useful outcomes.
The aim is fewer avoidable questions and smoother handoffs. Track onboarding completion, support themes, satisfaction and repeat business where the data is available. A better sequence supports the real service; it cannot repair poor delivery on its own.
Price and boundaries
CAD $799 one-time
One journey and the listed assets. Customer support staffing, help-desk subscriptions, product development and a full service operations redesign are separate. We never build review gating or incentives for positive reviews.
Prices are in Canadian dollars, before applicable taxes. Extra work and third-party costs require an agreed scope. Individual-service prices are separate from V12 introductory offers.
Start with the right fit.
Tell us what you want to improve and what is already in place. We will confirm whether this scope fits before you commit.
Start a conversation →Questions before you start
Know what you are choosing.
Does this include managing reviews?
We can design a neutral feedback request. Ongoing review replies and customer support are outside this setup.
Can it work for software onboarding?
Yes, for a focused communication journey. In-product engineering and complex behavioural integrations need a separate scope.
How do we get started?
Tell us your goal, current website and preferred service. We confirm fit, access, scope and a start date before work begins. Taxes and any separately approved third-party costs are additional.
How this fits into V12
Explore the connected systems behind this service: Client experience.
Read how the V12 framework works to see how we choose priorities across your business.