Customer Touch Point Mapping

TOUCH POINT OR SORE POINT?

DELIVER YOUR BRAND PROMISE THROUGHOUT THE JOURNEY

Customer Touch Point Mapping helps you delve into the mind-set of your customers and deliver excellent experiences across every touch point.

This isn’t about the product in all its glory. It’s about how your customers experience your brand before, during and after the purchase. It’s like having a panoramic view of the journey. When you understand the customer’s emotions, challenges and behaviour at each stage, you gain invaluable insight into how you can improve their experience.

To get started, you’ll need to gather your data so we can map your touch points from beginning to end. This makes analysing the information and identifying common patterns and pain points much easier. (We have tools and techniques to accurately fill any gaps where you need more insight.)

The detailed report we produce will highlight sections of the journey that work well for you, and will also pinpoint the cracks. We use these results paired with customer feedback to suggest how you can make your journey as efficient and user friendly as possible. Once you nail this, your customers will receive a personal experience that’s in-line with your brand. And when you leave a positive emotional stamp in their mind, they’re more likely to come back to you again.

It’s important that you do regular health checks on your journey and have the flexibility to make changes as you go along. Sometimes, depending on budget and resources, you’ll need to prioritise which improvements you can make. We’ll help you weigh up the cost against the benefit to make sure you get the most value from your budget.

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CASE STUDIES

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Have a read and see how we’ve taken our clients on a journey from where they were, to where they want to be. If you’d like to know more about the projects or talk to our clients about their experience of working with us just let us know.

CASE STUDIES

BROWSE OUR LATEST CLIENT CASE STUDIES

Have a read and see how we’ve taken our clients on a journey from where they were, to where they want to be. If you’d like to know more about the projects or talk to our clients about their experience of working with us just let us know.

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