Customer Journey Mapping
Humanize your customer experiences
To deliver an exceptional customer experience, you must first understand your organization’s current process. Customer Journey Mapping (CJM) looks at the total customer experience across all touchpoints between the customer and your organization. It begins with the 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 that it provides, makes a lasting impact on your customers.
Aligning with the customer view of the current journey, we work with your team to uncover the touch points that 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 in place will make it easier to identify and improve the inconsistencies and inefficiencies in your customer’s journey. CJM’s will also assist in designing a new customer experience that is seamless across all businesses, channels and functional silos.