CJM. Improving the customer experience

You need CJM if:

• • You want to make the customer's interaction experience with your service as comfortable as possible.
• • The main sales channels began to produce fewer results.
• • Online or offline sales are falling, and you can't find the reason.
• • You have a lot of real negative reviews about the services.
• • You doubt that all current points of contact with the service fully meet the customer's expectations.

Using the customer's path map, you can understand at which online and offline stages problems arise and how to fix them. CJM will allow you to visualize your client's path to the service as clearly as possible: the methodology is based on the real experience of your users, and not on the ideas of the management or individual employees of the company.

What questions will the client's travel card answer?

The customer experience map is used to analyze the service in the B2B and B2C segments. CJM can answer such questions:

Stages of CJM development

• — Choosing a service for research.
• — Analysis of audience groups, selection of the target audience for research.
• — Selecting a segment of the user's path (number of stages).
• — Additional research to collect information about the consumer's path: usability testing, in-depth interviews, field research, feedback analysis, etc.
• — Building a map, putting the information received on the map.
• — Development of a strategic change plan.

Using the customer's path map, you can understand at which online and offline stages problems arise and how to fix them. CJM will allow you to visualize your client's path to the service as clearly as possible: the methodology is based on the real experience of your users, and not on the ideas of the management or individual employees of the company.

What should I do with the finished CJM

Digital changes
You will receive a summary list of recommendations on what exactly to do in order to correct the current situation:

• We will develop technical specifications for technical specialists or take over the implementation of edits;
• We will prepare layouts for a website or application based on usability research data;
• We will prepare the script and design for chatbots;
• We will conduct an audit of the advertising campaign, where we will describe step by step in which order the tasks should be performed in order to get the desired result;
• Let's calculate how many specialists, hours and budget will be needed for each part of the work.

Strategic changes in business processes

• Changes in the company's internal business processes are at the discretion of the customer. For our part, we are ready to recommend trusted consultants and strategists who will help you make and implement decisions on building a new business system.

Benefits of working with us