Why should you care
Global organizations are reshaping themselves to serve a dynamic and demanding market - and that means reinventing themselves to operate in an increasingly flexible and adaptable way.
Power is increasingly in the hands of consumers. We live in the market of experience, of experimentation in which millenials are already responsible for 46% of purchase decisions.
Every customer wants more than a product, he wants an experience. And the best way to offer this is through customer experience management, that is, Customer Experience Management (CXM).
A consumer-focused organization has a competitive advantage because it delivers what the customer wants, not what the company wants.
89%
(%) of customers stop doing business with a company after experiencing a bad experience.
How our customer experience journey mapping methodology can help you
The mapping of the customer experience journey is a process that establishes the understanding of the entire process that a customer goes through during his relationship with the company, contemplating both the actions that touch and those that do not directly touch the company, with a focus in transforming your experience.
It reveals details and uncovers the roots of problems that traditional research and methods do not point out, and is indicated for those looking to boost sales and customer relationships.
Our methodology was developed to understand the reality of your business. Throughout the project we capture the experience of your real customers and support plans to improve the relationship and allow you to:
- Recognize how and when customers interact with the company
- Knowing the ecosystem and the influencing agents of customer decisions
- Create the experience you want the customer to have
- Understand how the customer feels and what he thinks along his journey
- Influence the customer experience at key moments
- Study the customer and deliver an experience that generates value and loyalty
- Identify process improvement opportunities to transform the customer experience
- Optimize customer touch points
- Make processes transform along with changes in the customer
How it works
Our methodology for mapping the Customer Experience Journey works on the construction of the customer journey map, with the objective of graphically representing the direct and indirect interactions between the customer and the company and facilitating the identification of contact points and pain points.
We adopted tools and technologies to support a process with its own methodology, in the following steps:
- Expedition to understand the context
- Definition of the Experience Journey
- Experience Mapping
- Action Plans for Improving the Experience
- Experience Monitoring
