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Customer Journey Mapping

Build a clear shortcut to customer success.

Every user journey should end in delight.

User journey mapping should serve as a rallying point for all business stakeholders, from marketing to sales and operations. It helps your business emphasize and understand customer needs and ultimately improves your data collection strategy by monitoring specific behaviours and identifying valuable trends. This in-depth insight lets you focus your strategy on specific touchpoints, so you can provide your customers with an engaging experience that results in additional revenue for your business. 

Understand the big picture.

Through customer research and analysis, Spiria’s Customer Experience (CX) team creates a customer journey map detailing emotional and physical motivators, triggers, goals and struggles for your customers as they currently engage with your brand. Armed with this knowledge, you can insert value-added interactions and eliminate pain points to deliver a frictionless experience for customers.  It’s important to understand how your customers move, from the moment they identify a need, to a destination of loyalty; doing so helps you measure and assess the user experience across every touchpoint and create satisfaction benchmarks. A well-defined customer journey mapping strategy will help you plan your digital transformation, become a customer-centric organization, improve your day-to-day operations and ultimately generate growth by providing your customers with what really matters to them. 

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Our customer experience improvement process

  • 1. Collect

  • 2. Focus

  • 3. Deploy

  • 4. Measure

1. Collect

  • Conduct customer interviews and market research
  • Run surveys, polls, NPS and Voice of Customer campaigns
  • Identify feedback loops and data collection mechanisms

2. Focus

  • Map out customer goals and omnichannel experiences
  • Strategize and plan audiences and segmentation
  • Plan and implement marketing and CX roadmaps

3. Deploy

  • Build core engagement touchpoints into operations
  • Implement CX governance, culture and KPIs
  • Incorporate data collection mechanisms

4. Measure

  • Validate customer satisfaction, engagement, retention and loyalty
  • Customize, add and improve engagement touchpoints
  • Compare customer data against industry benchmarks

Let’s Talk About your Project

Call us: 1 800 972-0979 or e-mail us: newproject@spiria.com

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