The conclusions of 12 years of Service Delivery Gap Polls and Surveys shows that:
of surveyed companies reported an above-average customer experience,
of the actual clients felt that this was true.
A greatly designed customer experience will leave a deep positive impression on your customers, so much so that they will immediately see the benefits of choosing your brand instead of another and will even become your advocates. If you fail to do so, then you are most probably losing potential long-term/loyal customers every day, and instead, are spending huge budgets on acquiring new leads.
How does it work?
A reliable and accurate method of determining which touch points, channels or experiences need to be improved, redesigned or just implemented differently, is ensured by cutting-edge neuroscience tools. Buyer Brain’s Customer Journey Mapping solution makes use of them conjointly to extract meaningful and actionable customer insights that businesses can use right away.
Our solution analyses customers’ experiential context by breaking it down into:
What is the customer doing at each stage of the journey? What actions are they taking to move themselves to the next stage?
What are the uncertainties, the jargon, the issues preventing the customer to move to the next stage?
Why is the customer motivated to keep going to the next stage? What emotions are they feeling? Why do they care?
What barriers stand in the way of moving to the next stage?
Financial Services CMJ
A cross-channels evaluation of each touch point and process that was relevant for the customer experience, throughout the banking customer journey. On top we added an in-depth analysis of the emotional impact each had overall.