Customer Journey Mapping Solutions

Program 1:<br />
Survey-Focused<br />
Journey Map

Why

Focus on synthesizing customer journey analytics and internal observations to identify the most relevant interactions and metrics to track and how to frame them in a customer-centric way.

Utilizing a customer-centric approach in your questionnaire development process ensures that your VoC survey incorporates your customers’ perspective. This will help you better understand what questions to ask, how to ask them and when. This is fundamental to the success of any CX program. A customer-centric approach in your questionnaire development process ensures that your VoC survey incorporates your customers’ perspective, enabling you to better understand the customer journey.

A customer journey map is a visual representation of how your customers interact with your brand. Maru/edr uses advanced customer journey analytics to help you devise more effective customer experience strategies for your brand. A consistent CX experience across all platforms is essential. Maru/edr are CX experts, so leverage our knowledge to find out how customers rate CX when interacting with your brand.

Key Benefits of a Customer Satisfaction Survey

Learn which CX points your customers are associating with their experience

Determine the relevant metrics to track over time

Co-create VoC surveys with your customers

How We Create an Effective Website Intercept Survey Solution

Discovery process: 1 to 5 internal stakeholder interviews to align on hypotheses and organizational perspective

Included

Project management which includes recruitment, incentives, and interviewee preparation

Included

Expert moderator to run 2 to 4 in-person journey-mapping sessions (8 people/group) for a total of 16-32 customers

Included

In-depth customized discussion guide

Included

Transcript of all journey-mapping sessions

Included

High-level visual journey map

Included

Fully developed relationship or transactional survey that can be deployed to track how customers rate key CX points

Included

Timeline

6 to 8 weeks

Program 2:<br />
Focused <br />
Journey

Why

Understand a specific journey from the customers' perspective and how it differs from internal viewpoints.

In-depth review of one specific customer journey to understand the many CX points customers face during that experience. Uncover the emotions and perspectives that your internal viewpoints may have omitted and learn how you can align this specific journey with your customers’ expectations.

Key Benefits of a Customer Satisfaction Survey

Understand how your customers approach a particular interaction with your brand

Learn what actions are they taking to move themselves onto the next stage in their journey

See what motivates your customer to keep going to the next stage

Find out which emotions are they feeling and why they care

See if there are uncertainties, jargon, or other issues negatively impacting your customers' journey

Determine how your customers prefer to approach this journey

How We Create an Effective Website Intercept Survey Solution

Discovery process: internal operational workshop: 3-hour session with our industry experts to evaluate internal operations and the organizational structure as they relate to customers’ interactions

Included

Project management which includes recruitment, incentives, and interviewee preparation

Included

Expert moderator to run 2 to 3 online journey-mapping sessions (30 people/group) for a total of 60 to 90 customers

Included

Highly visual journey map

Included

Transcript of online journey-mapping sessions

Included

Final report with recommendations

Included

Timeline

6 to 8 weeks

Program 3: <br />
Complete <br />
Customer-Lifecycle

Why

The perfect canvas for creating enhanced customer experiences across the journey of the customer lifecycle and developing deep relationships with customers based on ongoing interactions.

Through in-depth interviews and in-context observations, the program looks at the entire arc of engagement to identify customers’ primary interactions with your organization and uncover the various CX points to understand the journey from the customers’ perspective.

Key Benefits of a Customer Satisfaction Survey

Operationalize the real, practical changes you need to make to delight your customers every time you interact with them

Understand the key moments-of-truth for your customers and how are they evaluating them

Learn which aspects of the experience are positive and negative

Find out which attitudes and emotions come into play

How We Create an Effective Website Intercept Survey Solution

Discovery process: internal operational workshop: 3- hour session with our industry experts to evaluate internal operations and organizational structure as they relate to customers’ interactions

Included

Project management which includes recruitment, incentives, and interviewee preparation

Included

Expert moderator to run 4 to 6 in-person journey-mapping sessions (8 people/group) for a total of 32 to 48 customers

Included

Highly visual journey map

Included

Transcripts for all journey-mapping sessions

Included

Final report with recommendations

Included

Strategy workshop to drive decisions and actions

Included

Timeline

12 to 14 weeks

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