Customer Journey Mapping
A customer journey map is a visual representation of a customer's steps and interactions with the company throughout the customer lifecycle.
Customer Journeys provide a comprehensive understanding of a company's customer experience, mapped against customers' expectations and needs, to identify and prioritise key touchpoints to improve, leverage, or elevate.
Customer Journeys also promotes internal alignment across teams by introducing a touchpoint ownership assessment. This assessment helps streamline efforts by eliminating redundancies and addressing gaps where ownership is unclear or unassigned.
Customer Journey Map Methodology
We collaborate closely with our clients, guiding them through the following design framework:
- Journey Map Scoping: Define key stages and touchpoints in the customer journey with core business stakeholders.
- Journey Map Verification: Validate and finalise the draft journey map with broader stakeholder input.
- Internal Alignment: Touchpoint ownership workshop to assign clear accountability, remove overlaps, and identify quick wins.
- Customer Assessment: Feedback survey to evaluate each touchpoint's importance and satisfaction levels.
- Gap Analysis: Use customer feedback to identify and prioritise experience gaps and pain points.
- Delivery: Provide a finalized customer journey map with actionable recommendations for enhancing, optimising, or creating key touchpoints.
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Contact us today to schedule a consultation and discover how we can help take your business to the next level.