In the highly competitive and commoditised environment in which we now operate,
emotional connections, value-add, and service personalisation represent
significant differentiation opportunities. But how and where do you begin to do
this?
iCustomerExperience’s Customer Journey Mapping highlights your various customer
touch points such that you are able to inject personalisation and value, leading
to a customer experience that is positive, consistent, differentiated, and that
exceeds the expectations of even your most loyal customers and advocates.
The Customer Journey is the effectively the cycle of relationship and buying
interactions between you and your customers; typically starting with a customer
wanting to buy your product/service, through to the point where that
product/service is reclaimed, redeemed, or renewed.
Using CJM iCustomerExperience consultants can:
- Uncover the key stages in your customer journey
- Ascertain the kind of interactions your customers are currently experiencing at different points throughout their journey
- Define each of your touch points in terms of customer-perceived need and
emotional expectation
- Highlight and categorise the effort and / or investment required to satisfy or ideally exceed these needs and expectations at each touch point
- Design a specific change agenda to address any improvement requirements uncovered
- Help you to improve your ability to measure value delivery and customer experience performance throughout the customer journey as it evolves
Positive customer experiences are now one of the core influencers in B2B and B2C
purchasing behaviour (Experian, 2009); to this end customer journey mapping can
be an important exercise in the design and implementation of any customer
experience initiative or improvement program.
Contact us
now to find out more about how iCustomerExperience can make CJM work for you.
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