Customer journey

Shape the best customer journey with us

Get Started Now PDF Presentation
Services in numbers
100%

Our clients recommend to design customer journey with us after 1st project

85%

Of cases with customer journey design gave them additional financial profit

53%

Of saving operational efforts guarantee

It takes 12 positive customer experiences to make up for one negative experience.

33% of consumers would recommend a brand that provides a quick but ineffective response.

70% of buying experiences are based on how the customer feels they are being treated.

Get Free

Sample of Customer Journey program and analytical report.

Get Free Research
How it works?
  • Share your request with us
  • We analyze your customer journey
  • We explore the gaps
  • We upgrade and design customer journey
  • You create superb customers experience
Benefits
  • Service design methods

  • verified
  • Best practices

  • verified
  • Own methodology

  • verified
  • Big data algorithms and human knowledge

They have already improved their performance
unicredit - Customer journey
UniCreditBank

“It’s worth noting the following advantages of working with 4Service Group: – User friendliness of “Shopmetrics” platform. – A large base of mystery shoppers, thus facilitating “rotation” standards. – Flexibility and high-professionalism of the project team. As a result of our experience, UniCreditBank would like to fully recommend 4Service Group as a reliable and competent Mystery Shopping provider.”

nivea - Customer journey
Nivea

“A large base of mystery shoppers allows evaluating the quality of service with the coverage of the whole country. Comfortable functionality of the report-system allows producing the statistic data in the frame of each store and consultant, in addition to the questionnaire components. Such a method of data flow allows to rapidly monitor the level of service, as well as to provide prompt feedback to our employees. All of the above help us to greatly increase the level of professionalism.”

karcher - Customer journey
Karcher

“We started out with an open audit concept. But this concept did not reflect our real goals. In other words, the customer’s point of view was missing from the equation. And then we decided, after receiving the first results from our Russian colleagues, to start afresh with mystery shopping as a new tool to improve our sales performance.”

jysk - Customer journey
Jysk

“The polls are carried out with a certain frequency in order to keep track in time; the procedure has been done for decades. We conduct them once in half a year, measure brand knowledge, brand attitude, consumer perception of price level, quality level compared to specific competitors as well as how our consumers perceive the level of service in the store, that is, we evaluate all the factors. ”

ipsos - Customer journey
Ipsos-Comcon

“When there are requests for mystery shoppers we consider Scheduling Worldwide in the first place. ”

bbb - Customer journey
Better Business

“Quick and efficient fieldwork. Prompt responses and updates from the primary contact.”

In today’s reality modern consumers are skeptical. They do not swallow whole marketing tricks, so it’s not that easy attracting and holding consumer interest in any type of product. Nowadays, in order to ensure the successful sale of goods, the company needs to do more than just monitor high quality, set the lowest price, or choose the best shelf position in accordance with merchandising rules. In this article we are going to discuss customer buying journey and retail customer journey map.

A key factor in product marketing is communication. The company must sell its products with original, informative and attractive appeals, which would convince that the goods or services meet consumers’ needs and desires. Marketing experts aim achieving better communication, trying to reach customer journey optimisation.

Retail Consumer Journey: Understanding Your Customer

Professionals explain customer journey definition as an active research process that a buyer is passing from the ‘problem’ occurrence needed to be solved, till the purchase which will help him handle this.

In other words, customer purchase journey includes all actions that a person performs before deciding whether to buy from you. The better you understand what actions a person commits, what difficulties he faces and what affects his decision, the better you can adjust your sales funnel making it most effective.

Mapping customer experience journey is a detailed infographics, which reflects the entire path of interaction between client and company. Consumer journey map helps you look at business through the buyers’ eyes, understand their goals, motives, expectations and fears.

CX Journey Mapping: Why Is It Important and How To Design It

Client journey mapping helps make communication with buyer more efficient and seamless. By creating a map, you can find out:

  • At what points does the audience come in contact with the product (a company’s website, advertising on third-party resources, social networks, a call center or offline stores).

  • How different segments of audience interact with your company.

  • What stages a client goes through before buying and what goals he pursues.

  • How convenient is it going from stage to stage when interacting with your product.

  • What emotions does a client experience reaching his goals.

  • What barriers do buyers face?

In order to make consumer journey mapping correctly, you need to conduct research and work with analytics systems. The creation process consists of several stages:

1. Collection of customer information.

2. Citation of points and channels of interaction.

3. Identification of barriers and their removal.

Customer Journey Marketing Strategy

Business’ primary goal is to foresee and affect consumers behaviour. Showing value and giving answers to questions of a potential buyer at each stage of client’s path, you can encourage customers to make a decision to buy from you.

By creating a guidance on building a product or optimizing customer service journey, you will achieve good results:

  • optimize consumer path, taking into account company’s business processes;

  • eliminate barriers and weaknesses in customers interaction with service provided;

  • increase overall customer satisfaction with the product, earn their loyalty.

Therefore, implementation of Customer Journey Map is actual:

  • as a research tool in the early stages of product design;

  • after product launch - analyze its effectiveness and improvement;

  • at any stage - optimize company’s work and rendering of services.

For systematization work with clients, you should regularly update maps, track the dynamics and make adjustments. In this case, CJM will help increase conversions, find new channels of interaction and attract loyal customers.

Read More ›
Would you like to improve your customer experience?

Reveal how your customer’s journey influence on your KPI’s. Find out where your company loses money for vain processes

Find out
PDF
6 Things You Didn’t Know About Your Employees

PDFLeave your e-mail for get PDF