Customer Journey Mapping Research

Businesses that understand their customers’ experience have a competitive advantage. By helping our clients understand their customers’ experience with their products and services, we help our clients improve customer retention and reduce costs. When designing a framework for evaluating the customer experience we design end-to-end processes that cost-effectively capture critical feedback from customers at those points in the business relationship that matter the most, with a reporting system that delivers timely actionable insights. Our approaches cover both relationship and transaction level service experiences.

Why do your customers leave? Customer churn can have a large impact on businesses costs, forcing a business to make short-term sales decisions that can further reduce customer retention and erode profitability. Customers loss can occur because of a wide range of reasons that do not always relate to service failure and may be driven by the broader contextual factors. Our approach in uncovering the real reasons for customers leaving is to look beyond superficial reasons and to incorporate a wide range of data sources that can show personal versus structural reasons that drive customer loss. Depending on client needs, our approaches cover data analytics, qualitative, quantitative and tracking methods.

The digital experience is critical defining experience for many consumers, even for a business with a non-digital business model. It is with a business website, apps or other tools that customers learn about, buy, or use your service. With reduced access to customer service staff, getting the digital experience right is even more critical. Working with clients, we use a variety of techniques to provide the needed insights to improve their user experience and provide the insights that inspire disruptive innovation.