A powerful tool for the business-to-business marketer is a customer journey map. The customer journey map tracks moments of truth that a customer meets in their relationship with a supplier. The customer journey mapping workshop develops the map and identifies strengths and weaknesses along the way.
What we will set out to do
We will work with your team to understand all the touch points that your customers and potential customers go through from the time they are considering you as a supplier through to their experiences as a mature customer (even as a lost customer).
How we will do it
We will build the customer journey map with your team. We will develop something like the following:
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What you will get out of it
You will have a full understanding of where your organization is strong and where it is weak in its touch points with customers and potential customers. This will enable you to shore up and correct weaknesses and build upon your strengths. The outputs from a customer journey map provide one of the most efficient ways of improving customers’ experiences.
Clients for whom we have developed customer journey marks include Aggregate Industries, Molson Coors, SITA, Telecity Group, ThomsonReuters.
