Customer journey mapping is the process of tracking and describing all the experiences that your customers have as they encounter a service or set of services. It takes into account not only what happens to them, but also their responses to their experiences. It’s used to reveal opportunities for improvement and innovation in the experience delivered by your business, and acts as a strategic tool to ensure every interaction with the customer is as positive as can be. Mapping the customer experience has very significant benefits.
Getting close to customers and walking in their shoes leads to great insights, and it’s a powerful way of winning hearts and minds among staff.
Thinking and working to a customer-focused approach, understanding your customers’ journey and the experience it provides is critical in today’s marketplace. It doesn’t matter if you are a retailer, in financial services or any other business; your customers’ experiences play a significant part in what drives their loyalty.
How we engage with our customers starts at the first single point of contact. Adverts they see, websites they browse and the shop or branch they visit. Too often within the business we don’t recognise the impact we have and the experience we provide because we’re so close to what we do.
MPI provides the external expertise needed to help you see how you’re performing compared to the customer experience you want to provide.
The four critical elements for customer journey mapping are:
What you gain from working alongside MPI is the opportunity to embark upon a journey to identify what you want, where you are today, consider your customers’ views and create a customer engagement experience that enhances customer loyalty and retention.
So what are you waiting for? Contact MPI today and let us help you maximise your customers’ experience using our customer journey mapping process.
We have the way providing you have the will.