Customer Experience Design

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What's your customer promise?

Deliver loyal customers and ambassadors

Tomorrow’s winning companies truly understand their customers’ needs and serve these needs more efficiently than their competitors. A bumpy customer journey risks losing potential customers as well as decreasing satisfaction, loyalty and recommendations.

Does your organisation understand your customers’ experiences, needs and perceptions in every aspect of their interfaces and relationship with your company’s different departments?


How do you help?

We build on your organisational maturity level

Building on profound human and company insights we take you through the process of mapping and designing the optimal customer journeys which will create experiences with maximum effect at the lowest investment.

Taking into account your business challenges and goals, we cover both the journey end-to-end, deep dive into specific touch points and guide in converting the new initiatives into operational activities.

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mapping the customer journey

Defining the business opportunities

A customer journey map visually illustrates your customers’ processes, needs and perceptions throughout their interaction with your organisation. This will help you to:

  • Understand not only the purchase moment but the whole process from the customer’s perspective from being out of market to getting inspired, experiencing a need, exploring and identifying solutions, evaluating, deciding, purchasing, using, off disposing, re-purchasing, etc.

  • Emphasize customer experiences and emotions

  • Identify user pains, needs and opportunities

  • Identify moments that matter, crucial touch points and prioritize improvement points

Ideate and sketch out the customer journey 2.0

Designing an enhanced customer journey involves:

  • Redesigning existing experiences and creating new according to customer personas and their behaviour, functional & emotional needs, passions and pains.

  • Align with strategic business objectives and assess potential impact, complexity and expenses of the new solutions

  • Piloting new experiences

  • Communicating and sharing the new and personalised customer journey strategy to the internal organization and stakeholders.

  • Training customer service employees in customer emphasizing to secure delivery of customer promise

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designing the customer journey


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