Mapping the Customer Experience to the right solutions is critical for a successful implementation.
We will work with you to map out your customer experience, align the right solutions & design a phased delivery approach. One that delivers rapid wins for each phase & the desired level of change.
We first understand where our customer stands and then try to understand where they want to be (Vision). We then draw our strategy which will fit their budget and timelines.
Customer Journey
A customer journey refers to the path of interactions an individual has with your brand, produc and/or services. It describes both direct interactions such as contacting a customer service team, to indirect interactions such as hearing about a brand at an event.
The customer journey can be interpreted as a map of unique interactions that any given customer has with your brand and marketing touchpoints. No one customer journey is the same, and it’s the path each person takes via your website, customer service team and various other brand channels that enable marketers to adapt their marketing strategy accordingly to each customer.
As such, marketers often guide customers to take a customer journey that they think will lead to the best outcome/service for both the brand and customer—for example offering targeted ads and personalized content to boost brand awareness.
Every stage of your customer journey should further familiarize your brand with a customer and leave a lasting impression. This can only be done successfully if you deliver brand consistency at all times. So, the language you use on your website must reflect the way your sales reps speak to customers; the imagery you use on your promotional material should be consistent with your website graphics, and so forth.
Identify touchpoints
A touchpoint is any time a potential or current customer comes in contact with your brand—before, during or after they purchase something from you.
It not only includes visits to your brick-and-mortar or online shop, or contacting your customer service team, but also things like reading reviews, looking at your social media posts and transactional emails they receive. Each of these touchpoints represents an opportunity to listen to your customers and make improvements to keep them happy. And the good news is, much of this is within your control.
Our experts map the whole process and try to identify the gaps in the customer journey. These gaps will then be discussed and replaced by new touch points resulting in better conversion.