Customer Experience Map
From a vision of the customer experience to an actionable plan
Do you lack an overview of your company?
In daily business, the individual teams often only work within their area of responsibility. This involves trying to guide the potential customer through a funnel. However, the customer himself does not move linearly through a funnel and also jumps back and forth between the individual funnels. He perceives the company as a whole. Many companies lack this view.
Growing through customer centricity
The map breaks down the silos of individual teams and enables a holistic view of the customer journey. The map is used to uncover optimization potential and identify blockages.
%
Revenue growth*
%
Increase customer conversion*
Delivery results
Customer Experience Map
Includes the complete customer journey across departments with a wealth of relevant information.
List of measures
An extensive list of measures prioritized in clusters according to effort and urgency.
Roadmap
Ensuring the transfer of practice by means of a clear roadmap, which is created on the basis of the most important learnings.
How the CX Map can help you
Without map:
No customer centricity
No measures overview
No prioritization
No uniform target image
With Map:
Clear «Big Picture»
Focus on the customer
Structured list of measures
Clear prioritization
Understandable target vision
Growth with a clear plan through customer focus.
Put your customer in the center and uncover optimization potentials in your company.
Proven approach with fast results
Our field-proven approach enables a detailed CX Map within 4 – 8 weeks. With the help of interviews, collected industry experience and a workshop (optional: incorporation of analytics data), a complete picture of your company emerges.
One service, many benefits for different people in the company
CEO
Obtaining a «Big Pictures» from the customer’s point of view about the complete company.
Starting point for: Process analysis
Marketing Manager
Understand how new projects (e.g. website) integrate into the existing landscape.
Starting point for: Requirements analysis
COO / CTO
Understand what the systems are used for and be able to derive the overarching requirements.
Starting point for: System architecture
Romano Caviezel
CFO & CTO, ZSC Lions
Understand what your customers want.
From a feeling to a clear understanding of how you can improve the customer journey. Let’s talk about it in a free consultation.
* Resource: McKinsey