Mapping Customer Journeys
A unique take on customers’ experiential journeys
The conclusions of 12 years of Service Delivery Gap Polls and Surveys shows that while 80% of surveyed companies reported an above-average customer experience, only 11% 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.
Customer Journey Mapping is a great way of visually depicting the steps customers goes through, and the fastest method for a company to understand which touch points act as catalysts and which are detracting the customer experience. Our solution analyses customers’ experiential context by breaking it down into:
Why Use Customer Journey Mapping ?
CMJ Case Study
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.