Customer journey mapping
From unaware to fully-fledged advocate, understand exactly what your customers need and when.
User research forms the foundation of any good customer journey – because what you think your audience does is often wildly different from reality. But it’s easy to get lost in the data. By extracting key themes and plotting a visual representation of your customers’ end-to-end experiences, it’s easy to uncover pain points, unmet needs, and ‘moments of truth’ you can action.
No second guessing. No damaging presumptions. With a blueprint that’s accurate, comprehensive, and aligned with your goals, we can then prescribe focused therapies that improve the resulting uplift in customer experience and tracking of KPIs – whether these are direct sales, leads, customer engagement, or brand awareness. And this is an ongoing process. So, as your audience needs change, you can confidently keep existing customers engaged while effectively acquiring new ones.
FAQs
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That depends on the number of audience segments you explore, how many stakeholders you involve, the volume of data you work with, and how many different touchpoints are present across your business. For the initial workshop, we’re talking approximately four hours. But the research, data validation, and strategy curation thereafter can take several weeks, ensuring we have a clear and accurate foundation, backed by data and firsthand experience.
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Your customer journey map should offer a complete visual representation of your audiences’ experiences. Detailed across every stage, from being completely unaware to fully fledged advocates, it includes several key elements – goals, needs, actions and experiences, touchpoints, behaviours, and moments of truth – that can be leveraged to aid your ongoing marketing efforts
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Absolutely. Whether you have a marketing department of your own or are without internal resources, we act as a true extension of your team – delivering activities you don’t have the time or expertise to do in house – to help deliver big results.
As an integrated full-service agency, we have the flexibility to cut through the miscommunications and misunderstandings that can often occur when you have several suppliers. Whether it be branding, web development, PR, content marketing, social media, or digital marketing, you can get all the expertise, all the creativity, and all the results – from one team, with one budget, and one point of contact.
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