Map the Experience.
Turn your sales and service delivery into a loyalty-creating, branded customer experience.
Customer Journey Mapping is a tool that helps organizations understand the end-to-end experience customers have with their company -- today and in the future. There are as many types and approaches to Customer Journey Mapping as there are customers!
The VereQuest approach to Customer Journey Mapping is highly collaborative and provides sufficient detail to understand, not only touchpoints and activities but also how they inter-relate and impact each other.
Armed with this insight, you will be better prepared to not only focus your efforts but also do it in a manner that is differentiating and sustainable.
What is happening? What could happen?
Depending on your end goal, the customer experience map can be very detailed incorporating all decisions, options, touchpoints, and outcomes. Or it can be high-level capturing a single part of the journey. It could focus on the current state or design a new, future experience. Or both.
Here's an example of what your Customer Journey Map could end up looking like.
“We hired VereQuest to facilitate the development of a Customer Journey Map in order to get a sense of the end-to-end experience our varied customers have with our company. This was no small task as our customer's experience is influenced by both internal and external factors, literally hundreds of touchpoints and a lot of choices. This was a highly worthwhile exercise that enabled us to fast-track our own customer experience initiatives in-house. We would highly recommend VereQuest to your organization."
~ VP Operations, Major Travel Company
While VQ tries to do the ‘heavy lifting’ it is important to engage your internal team throughout the process so they can ‘maintain’ the map going forward.
The initial map is usually developed by VereQuest based on publicly available information, Mystery Shops, experiences with your competitors and more.
- We then augment the map with data gleaned from existing customer research and data.
- A 1 or 2 day workshop with your team fills in the gaps:
Review map with internal team, fix, revise, refine.
Overlay existing research, metrics, etc.
Identify information gaps
Flag points of high effort
Prioritize and align current initiatives
(Optional) Prepare team to close the gaps via 1-day Problem Resolution and Innovative Thinking workshop
Get in touch and let's talk about how Customer Journey Mapping may help your organization better understand customer experiences and expectations.
We can then provide a fixed price estimate based on your needs.