Customer Journey Mapping Consulting Services
Identify how digital assets can be used to improve the user experience, and understand where automation of the experience can improve operational efficiency.
Know where to target and concentrate your marketing effort. Identify specific messages by segment that would assist the customer at each stage of the decision making process.
Identify points in the customer journey resulting in a poor user experiences, leading to loss of conversion opportunity and resulting in a detracting net promoter score.
Build a persona profile of your customers and understand how different customer segments interact with different channels, and identify how each touch point supports the needs of each segment.
Identify where in the customer journey you can improve the customer on-boarding process. Identify action needed to improve the user experience to drive conversions and positive word of mouth .
Provide a clear and consistent picture of the customer’s journey across the whole organisation. Ensure everyone is on the same page and making decisions to support the digital transformation objectives.
Discovery new ways of differentiating your products and services in the markets with the unmet needs by introducing touch points that directly address those needs.
Understand which channels of distribution are preferred by customer segments, and align touch points to support their preferred method of purchase.
Understand where you need to introduce new skills, resources and supporting processes that address fundamental gaps in the market and in customer’s journey.
Define your digital transformation objectives
Identify key touch points, behaviour & dependencies
Building the desired customer journey model
Developing processes, skills, digital assets & strategy
Customer Journey Mapping
- Objectives workshop
- Customer research & insights analysis
- Online user experience research
- Data analysis and web metrics
- Customer sentiment analysis
- Customer journey mapping
- Digital strategy development
- Digital asset wire-framing
- Online usability testing groups
- Functional requirements documentation
- Business case development
- Customer journey tracking
- User experience benchmarks
- More about our methods…
Supported Technology Innovation
Innovative online customer and user experience insight tools.
Customer Journey Research
Experts in online qualitative and quantitative customer research.
Strategy & Mapping Methodologies
Validated and quantified customer journey metrics and data.
Crowd Sourced Participants
Demographically defined segments & quality screened panels.