mobilise your business around your customers
Drive customer centricity by bringing your customer journeys to life,
for the benefit of your staff, your suppliers and your agencies.
sometimes a map is not enough, you need a compass too..
CXJourneymap.com is rich and dynamic, scrollable timeline that brings your customer journey to life with film, images, audio and data. A silo busting tool, promoting EX & CX. Creating a holistic 360° view of the customer journey and the employee experience. A golden thread that everyone in your organisation can align to.
As a new starter last year I struggled to understand how the work of each department fits into the bigger, this illustrated that perfectly.
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It's been a huge success, HR are now using this as part of our onboarding process for new staff, it really brings the customer to life on day one
it doesn't have to be all about the customer...
You can add multiple perspectives on the customer journey... Tell your brand story, communicate your NPS (or whatever success metric you use), show what your competitors are doing, show pain points and points of delight and deliver insights and opportunities. CXJM is a living tool that everyone in your organisation can have access to.
If you connect your business with your customers in this way, and show them the journey your customers go on, from the very first touchpoint and throughout the life of their relationship with your brand, not only will you increase employee engagement, but you will become more customer centric, ultimately driving the most important customer outcomes: satisfaction, retention and referrals.
This really brings the process to life, whole way through. We can also see the multiple touch points the customer has, which emphasises the need for everyone to be engaged with improving the customer experience.
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Healthcare client 2022
Retail client 2023
break down silos, align CX with EX
Brining your customer journey to life will break down internal silos, align CX with EX and give your whole organisation as well as your suppliers and agencies, a holistic view of your customersand the journey they go on.
The customer view
The voice of your customer, captured in the
moment, bringing to life their real world context
Gamification
Quizzes to test users understanding. Tracking who is engaging and what their customer knowledge is.
competitors view
What are your competitors doing at this stage in the journey, are the winning?
the brand view
success metric
NPS, CSAT, CES, PES? Whatever metric you use can be included and updated as it changes.
updatable
Easily updates as and when the journey changes and develops
The staff view
How are employees acting in this moment, what challenges do they face and are they aligned with the customer?
insights & opportunities
What are the key challenges here, what can be done to improve this stage in the journey, what are the pain points?
Where does your brand fit into this part of the journey, where are your brand values? do they resonate with your customer?
all of your customer journeys on your own subdomain
We can help you bring all of your customer journeys to life in one place, with your own branded sub domain. No Customer Journey should be overlooked, no matter how small, large or complex…
• Path to purchase online or instore
• Installation journey
• Customer experience map
• Day-in-the-life or your customer,
product or service
• Current Sate maps
• Future state maps
• Service blueprints
• Micro journeys or ones
that take years
• Bring your segmentation to life with a customer journey
• Track how your service or products impact the lives of your customers.
customer obsession
We believe that you can’t truly be customer focussed until your employees are connected with your customers. Therefore, everyone in your organisation should know and understand the customer journey. What it is, what the pain points are. What can be improved and the implications for the business if it’s not improved. Knowing where your competitors fit into the customer landscape and importantly, where they as an employee fit into that journey. They should also know the kind of experience the customer has been through before they meet them and what awaits them in the next part of the journey.
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Immersion - Context is King
On CXjourneymap.com you can map out your customer journey in a 360° perspective. This is an immersion into a human journey, so it's important to add as much visual content and context as possible, making it a rich, enjoyable and informative experience for the user. . all touch points are brought to life with human stories and context, using film, photography, animation, text and audio.
we do it In
partnership
with you...
We work closely with you and your agencies to navigate your existing customer knowledge, helping to plot the course and guiding you through to journeys end.
We can work closely with you throughout the entire process, from discovery, through production and to completion, until you have a rich and dynamic resource to align your business around.
contact us
for a demo
cxjourneymap.com is a flexible system, designed to fit the needs and budget of the user. We have a whole host of modules and packages available and can offer off the shelf solutions, along with DIY or bespoke options. Please contact us to find out more and discuss your specific requirements.
info@cxjourneymap.com // +44 (0)20 8947 6438
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