CMJ
A unique take on customers' experiential journeys
The conclusions of 12 years of Service Delivery Gap Polls and Surveys shows that:
How does it work?
A reliable and accurate method
of determining which touch points, channels or experiences need to be improved, redesigned or just implemented differently, is ensured by cutting-edge neuroscience tools. Buyer Brain’s Customer Journey Mapping solution makes use of them conjointly to extract meaningful and actionable customer insights that businesses can use right away.
Customer Journey Mapping
Is a great way of visually depicting the steps customers goes through, and the fastest method for a company to understand which touch points act as catalysts and which are detracting the customer experience.
Our solution analyses customers’ experiential context by breaking it down into:
Actions
What is the customer doing at each stage of the journey? What actions are they taking to move themselves to the next stage?
Thoughts
What are the uncertainties, the jargon, the issues preventing the customer to move to the next stage?
Emotions
Why is the customer motivated to keep going to the next stage? What emotions are they feeling? Why do they care?
Barriers
What barriers stand in the way of moving to the next stage?
Why Use Customer Journey Mapping?
Case Study | Financial Services CMJ
A cross-channels evaluation of each touch point and process that was relevant for the customer experience, throughout the banking customer journey. On top we added an in-depth analysis of the emotional impact each had overall.