At a conference earlier this month, I learned about the customer journey map and how it can be applied to community solid waste management programs.

The map outlines the relationship between a customer and a service provider from first contact through loyalty, including awareness, consideration, decision (on participation, in the case of solid waste programming), and retention. Along the journey, there are "touchpoints" when interactions occur and "emotions or pain points," depending on how those interactions are resolved.

Steve Wohlford, Leadership Advisor at the Indiana Department of Child Services, presented this topic at the Association of Indiana Solid Waste Management Districts retreat. He outlined these possible stages along a sample customer journey map for a recycling program:



• Awareness & Education

• Setup & Access

• Onboarding (residential/commercial)

• Usage/Collection

• Issue Resolution

• Renewal/Retention (community impact)

What would the customer journey map look like for your solid waste programs? We would love to help you think through this and take the very first step: education. Please give us a call or email me at the address below. We look forward to hearing from you!

Keep on educating,