It doesn’t matter what the size of your company is, what products or services you offer, or where in the world you have customers.
The fact of the matter is that your customers’ experience with you begins long before they ever buy anything from you. It starts with what they read, see, and hear about you, both on and offline. Similarly, their experience doesn’t end after they’ve bought your product or service.
At the end of the day, our goal is to deliver a strong, relevant customer experience, on and offline through all touchpoints, so that your customers are satisfied, have a strong bond with you, your products, and your services, and become loyal brand ambassadors.
Mapping your customers’ journey
Mapping your customers’ journey is the essential first step to understanding their experience with you and identifying what can be improved; whether that’s your communications, your general marketing efforts, your after-sales engagement (notice I didn’t say ‘service’), the way your teams support each other to deliver on your company’s promises to your customers, and everything in between.
Together, we will audit all online and offline interactions your customers have with your brand. We will also get some feedback from them to understand from them which of their needs and values your product or service is meeting, and where they feel there is room for improvement
Feedback from teams
We will meet with your teams to understand how they fulfill their contribution to the customers’ journey, including how they work together and what challenges they believe exist.
Finally, we will be in a position to determine what opportunities exist for you to do something different or do something better and what resources you have to put towards improving your customers’ journey and experiences with you.