Customer Experience Mapping
Price, product quality, customer support, brand awareness – all of these are important metrics to gauge customer satisfaction. The sum of these elements comprise a customer’s relationship and engagement with your company and brand.
Akendi’s Customer Experience Mapping is designed to help you gain visibility into your customers’ and clients’ interactions with your organization and brand. Through Customer Experience Mapping, you will gain deep insights into your customers’ behaviours and expectations, and greater control over their overall customer experience with you.
How We Do It
Using our proven Total Experience Lifecycle™, we will create a customer experience matrix that maps each customer touchpoint with your organization, product, service, and brand. The process will include sessions with internal stakeholders who are customer-facing, as well as surveys, customer observation, and in-depth interviews with your customers.
This map will reveal the customer’s service journey with your organization, and will ensure that no facet of that journey is ignored. With this powerful knowledge in hand, we will then identify:
- Which touchpoints impact client retention and which do not
- Where too much effort in a touchpoint results in too few benefits
- Client experience gaps in the journey
- Where too little effort hurts the brand and the product experience
Finally, we will score each touchpoint to provide baseline information for benchmarking and competitive comparison. And, we will make concrete process and design recommendations about how to optimize the current Service Experience for distinct groups of customers. Often we use customer co-design as the most valuable technique.
Please email Shaun Illingworth, Managing Director, Akendi at email@example.com or 1.866.585.1660 x0 for questions and more information about our Customer Experience Mapping.