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.
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.
What are the deliverables?
- Dialogue Session
- Customer Survey
- Research Report
- Customer Journey Map
How long does it take?
1-3 months
Who is involved?
- Operations Manager and Employees
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