Targeted

Customer Experience Research & Mapping

This service line is valuable to organizations who want to give added attention to aligning customer experience and expectations. The focus on engaging your most important resource–your employees –in growing two of your most valuable assets– customer loyalty and brand reputation.

SYMPTOMS

Negative Customer Reviews
Loss of customers
High employee turnover

Solution

Research provides insight into current customer perceptions. These research findings are used to guide teams in a facilitated dialogue to co-create a journey map that delivers “moments of truth” that strengthen the alignment between what the organization practices and what it preaches.

Benchmark your brand with our Vision-Culture-Image Assessment

Benefits

Engaged employees
Improved customer experience
Customer Loyalty and Advocacy

The customer mapping process gave us an opportunity to set our customers up for success. We had a better understanding of our operational procedures. It helped us keep track of where our customers were throughout the home buying process, and to re-engage customers who were not successful during their first attempt at homeownership.