Mapping the Shopper Satisfaction Journey L.L. Bean wanted to identify friction points in the Return/Exchange process in order to create a roadmap to help the them increase back-offce staff effciency and customer satisfaction.JOURNEY MAPS IDENTIFY CUSTOMER FRICTION POINTS Today’s shoppers demand a seamless experience with retailers they trus. Sometimes, however, a seamless experience is hard to achieve across multiple sales channels. This was the problem recently facing a leading retailer that built its business on a 100% Satisfaction Guarantee. But, with the retail world expanding beyond brick-and-mortar sores to outlets, catalog, phone, and online ordering, implementing the Guarantee was becoming a major challenge. They turned to Mad*Pow’s Strategy and Service Design teamto create a set o

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