Customer Journey Design

Deliver seamless experiences across every channel, driving competitive edge and market differentiation

Customer Journey Design

Deliver seamless experiences across every channel, driving competitive edge and market differentiation

Customer Journey Design Across All Touch Points

Good design relies on having access to accurate customer feedback data.  Accurate data facilitates quick decisions and adaptation of technology to meet constantly changing and demanding customer expectations.

Our detailed audit of the customer journey, using our Engage to Influence methodology, alongside our customer feedback audit, will pin-point where and how you can make changes to improve customer contact and engagement.

We can also weave cutting edge technologies such as natural language IVR and voice bio metrics to give you a competitive edge on which to build a truly seamless and effortless experience

Pin-point precise areas in the customer journey that need addressing

By auditing all areas of the customer experience journey, we can precisely pin-point which areas actually need re-designing (not just what you think need re-designing) saving you time and money.

Improve the customer experience & increase business revenue

Providing near-live intelligence so that improvement opportunities can be found and acted on quickly and in the moment to avoid issues escalating.

Improve operational efficiency


By streamlining and improving the customer journey it costs less to service the customer.

How We Do It

Discovery

We use the discovery stage to look at your current customer journeys and technology to determine where the focus needs to be.  We’ll consider your customers and engage your stakeholders throughout the whole process so that your project objectives will be more easily achieved

Design

Using the information we gather during our discovery days we use our expertise to re-design your customer journeys enabling you to maximise every contact and deliver the best possible customer experience

Design

Using the information we gather during our discovery days we use our expertise to re-design your customer journeys enabling you to maximise every contact and deliver the best possible customer experience

Implement

Working alongside your teams we assist in the implementation of your new journeys whether utilising your existing technology or rolling out new technology solutions

We strive to make our clients happy

So, let's be happy together

0 %
Average handling time reduction in live chat for a global fast food retailer

We strive to make our clients happy

so, let's be happy together

0 %
Average handling time reduction in live chat for a global fast food retailer

Ask Us Anything

A customer journey is what a customer has to do to interact with your organisation. You can measure journeys over different periods of time and multiple aspects of the process such as digital and it’s link to telephony or webchat. Mapping a journey and plotting it against customer feedback at each touch point is a really valuable way to understand whether your customer journey is negatively or positively impacting your customers’ experience.

Customer journey design is important because to your customers, the journeys are your business. Your customers journeys affect how your customers feel about you and whether they will continue to do business with you. Using design that engages customers enables you to influence behaviour within the journey and delivers ‘win win’ experiences which work for you and your customers. 

A bad customer journey can lose you customers and generate complaints. It can also result in negative sentiment which spreads through word of mouth and social media and can damage the brand you have worked so hard to develop.

A good customer journey works for you and for your customers. It uses language that is easy to understand, it flow’s naturally and it engages customers all the way through so that they experience positive emotions such as trust and confidence. The good news is that achieving this has many commercial benefits too!

They key to using customer journey design to achieve specific objectives is to be able to influence behaviour in such a way as to achieve those specific objectives. This is where a lot of journey design falls down and it means targets can be missed and ROI is lower than expected. However, using a design methodology which is proven to be able to actively influence customer  behaviour means that you can achieve your operational and CX objectives.

You can prove ROI through customer feedback score improvements and also a measurement framework based on your cost of contact. Contact channels usually provide great base data to work with (if yours doesn’t you need to talk to us!) and this can be used to create a clear benefits framework that demonstrates ROI.

Customer journeys work best when you have detailed understanding of how to actively engage your customers, in your brand tone of voice, in the specific contact channel and based on the reason for contact. This can be hard to do with a internal perspective because you are sometimes too close to things. Bringing an experienced, external pair of ‘fresh eyes’ who know how to engage customers can cut through some of the ‘clutter’ and add a lot of value in a short space of time.

All of them! Phone, IVR, social media, SMS, chat and web are the main ones but as new technologies come out we always make sure we can design effectively for them too.

Blogs and Case Studies

James-Hay
Case Studies
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James Hay Partnership

Situation: Constant negative NPS score when completing post interaction surveys by post. This was causing growing concern within the business as the customer experience was

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Legal & General
Case Studies
admin

Legal & General

Situation: Legal and General Home claims department were receiving customer complaints from customers who kept having to explain their claim every time they called

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