Customer Journey Evaluation & Improvement
Finding and eliminating customer journey pain-points provides your customers a more pleasant experience
Customer Journey Map
A customer journey map is a diagram that illustrates the process customers follow in their engagement with the organization. Every business has a process that customers follow in order for them to buy and use its products and services. It is important to mention that the more touch points customers experience in their engagement with an organization, the more complicated a customer journey map becomes, and the more critical its impact is on the customer experience.
Three main phases of a customer journey map:
Engage: The steps customers take in researching the products and services offered and interacting with service staff to make informed purchase decisions
Buy: Following the necessary steps to purchase the products and services offered
Use: Drawing the expected benefits by using the products and services purchased
How we work for you…
CustomerX follows specific methodologies to evaluate and improve the customer journey in order to help businesses provide a low effort customer experience that is both satisfactory and delightful from the customers’ viewpoint.
- We help organizations develop customer journey maps and identify and remedy customer pain-points
- We help organizations determine the level of effort customers put forth (to have a request handled) by engaging directly with customers through surveys, interviews, and interactive focus groups