Each touchpoint a new customer has with your business builds, forming their total experience – critical to building loyalty. A poor experience in just one area can send customers elsewhere. Customer Journey Mapping provides an objective and proven process to ensure you’re providing the optimal customer experience to every prospect, every time.
Your customer experience is the sum total of every interaction your customers have with your organisation. Having a better understanding of these individual touchpoints can help you to understand the pain points that your customers have and what you need to focus on to optimise your customer experience.
In this service, we will work with you and your team to map out each of the touchpoints in your customer journey; what the channel is, and what pain points exist for your customers. Where possible, we will talk to customers and become a customer by mystery shopping your services, trying to get an objective view of the experience you provide.
There are a host of benefits to better understanding your customer journey but to put it simply: it allows you to provide more personalised and engaging experiences across all touchpoints, for every individual, across all of your channels.