CUSTOMER JOURNEY MAPPING

Helping you reach your overall goal, With precision and guile

A good customer journey map is crucial to understanding your consumers and how they interact with your business. Our goal in helping you map this journey from start to finish at different points in your business is to iron out any obstacles that make this journey any harder or less efficient than it needs to be, so that your customers can enjoy the best possible experience and have their needs met at every touchpoint throughout their journey.

CONDUCT AN AUDIT OF EXISTING TOUCHPOINTS

At the first stage of mapping your customer's journey, we'll conduct a thorough audit of websites and the different touchpoints it presents to the customers.
- During this initial stage we profile your customers personas and define their goals.
- In addition, we identify, list, and outline all existing touch points.

ASSESS THE STRENGTHS AND WEAKNESSES OF THE CURRENT CUSTOMER JOURNEY

We will take a more in-depth look at the strengths and weaknesses of each touch point and brainstorm potential improvements.
- We will take a more in-depth look at the strengths and weaknesses of each touch point and brainstorm potential improvements.
- Also identified at this stage are the obstacles and pain points that could be ironed over to make your customer’s journey smoother.

MAKE SUGGESTIONS

At this point, we get back in contact with you to discuss our suggestions for improvement.
- By this point, keeping in mind your customer persona, we’ve prioritised your brand’s touch points by interaction frequency and level of influence to make sure we focus on the most significant aspects of the customer’s journey.
- Using the research we collected, we’ll develop a plan of improvement and suggest the changes we deem will make the customer’s journey easier and more satisfying and run them by you.

IMPLEMENT CHANGES

We create and execute a content plan that will benefit the existing customer journey.
- Once our suggestions are approved, we will implement the changes by creating the necessary content tailored specifically to your platform.
- No matter how big or small the changes are, the improvements will be based on the identified obstacles and pain points to ensure they are solving real issues as opposed to stabbing in the dark.

Evaluation and Revisions

Using our analytics tools, we assess customer interaction.
- Adjustments in one area might reveal opportunities for improvement in a different area.
- Therefore, we are continuously assessing and improving to stay on top of the needs of customers and keep up with the competitive market.