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Mapping the customer journey and consciously defining each touchpoint you have with your customers can be a daunting process. Our experts make it easy, performing complete end-to-end assessments, identifying strengths and deficiencies versus national and market benchmarks, recommending priorities for improvement, and even tracking your progress over time and by channel.
Lifecycle Phasing of Customer Journey
Customer Touchpoints for Your Business
NPS Impact, by Touchpoint
Criticality Assessments
Internal & External Stakeholders
Departmental Accountabilities
Benchmarking & Best Practices Comparisons
Recommended Priorities for Improvement
We've mapped the customer journey for a broad variety of product and service categories, from the very simple single channel model to the very complex multi-channel distribution matrix. Time required to properly complete a Customer Journey Map will depend on the complexity of your business, in terms of channels, organization, access to information, and sheer number of touch points. For a simple business with a single location and simple channel strategy, this can be accomplished in two days, but complex business models involving geographically diverse locations and many departments may require weeks to complete.
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