Customer Journey Mapping
Map Your Customer Interactions
From End To End
Mapping Out The Customer Journey
Journey Mapping allows our clients the opportunity of unpacking specific interactions one at a time, in order to understand the expectations that customers have for each interaction, the key service and emotional engagement priorities that need to be focused on in order to make the interaction a customer experience success, and the specific areas that their organisation is either excelling or lacking in.
Through a series of workshops, employees from across the organisation are challenged to identify customer priorities by analysing the manner in which the organisation interacts with customers from a customer’s perspective.
Defining All The Components That Make Up The Customer Journey
We then audit the tools that the organisation is currently using across the various customer touch-points to address the customer need. Once the audit has been completed, our clients have a comprehensive and categorised view of all the components that make up their customers’ journeys, and most importantly the map allows for clear identification of areas that can be improved on.
Organisations also have the option of expanding on their current journey maps, with further research and analysis, in order to develop a “To-Be” map of their desired customer experience, as well as a vision and prioritised plan of how to achieve it.
Unpacks Every Customer Interaction
Focuses On Service and Emotional Priorities
Categorises and Identifies Areas of Improvement
Provides the Foundation For a Better Customer Experience