To deliver an exceptional customer experience, you must first understand the current one. Customer Journey Mapping (CJM) looks at the total customer experience across all touchpoints between the customer and your organization, from initial contact through to sales, post-sales support and everything in-between. Through a series of research methods including - customer shadowing, ‘mystery shopping’, and analytical and anecdotal customer research analysis, our CSPN team will map the customer journey from emotional highs to frustrating lows. Along the customer journey, we uncover the Moments of Truth, where your brand and the experience make a lasting impact on your customers.
Aligning with the customer view of the current journey, we work with your team to uncover the the touch points they believe impact customer loyalty. All of this is used to create an initial journey map.
By creating a CJM, your organization will be able to build a single cross business view of the current customer experience for each group of customers. Having this now makes it easier to identify and improve the inconsistencies and inefficiencies in your customer's journey and to design a new customer experience that is seamless across all businesses, channels and functional silos.
We also offer 1-Day Public Journey Mapping Workshops, please click here for more information.