CUSTOMER EXPERIENCE MAPPING
“55% of consumers would pay more for a better customer experience.” – Defaqto Research
The story customers tell is the one they experience. Meeting and exceeding customer's needs is vital for businesses who want to sell more to existing customers and enjoy positive referral rates.
PURCHASE PATHWAY MAPPING
Breaking down the specific journey in which a customer goes about making a purchase is powerful knowledge. By doing so, it helps companies increase their chances of converting a prospect to a sale as well as repeat purchase and lifetime value.
We use proprietary research tools and interview techniques to uncover what processes customers use, who they listen to most and the steps they go through at each stage from trigger point and mood state to post-purchase follow up.
We then provide clients with their own customer experience map or purchase pathway they can use themselves.