neil woodcock’s marketing blog

The moment you have attracted new interest from a potential customer, their journey with you has begun.  Have you thought carefully enough about what you would like customers to feel and do at each stage of their journey with you? For instance, what have you, and other functions, got to do and what way do you have to do it to impress customers enough for them to come back to you time and time again?  Did you know that satisfying a customer’s functional and emotional needs can increase sales by up to 40% (*Research International).
 
Many companies have researched customer satisfaction, have internal service measures and have analysed customer transactions and sales.  But few have proactively combined this knowledge to build a successful customer journey which appeals to the customers both functionally and emotionally.  The way customers think and feel about large organisations has subtly changed over the last 18 months with trust becoming a much more important element of what customers value.  In addition, your internal cost cutting may have inadvertently altered the customer experience. Now is a good time to re-design customer journeys to improve how customers think and feel and increase customer retention, share of wallet and sales.
 
You can do this rapidly and successfully using our Customer Journey Mapping © approach.  [Click here to find out how to map a customer journey and to see a typical output