Customer Journey Mapping
It is so important to understand all of the different “touch points” or “moments of truth” where you have some sort of interaction with your customers. Be it from the start where your pre sales and sales staff are involved, installation / implementation, getting it out of the box, through the “customer Journey” via call centres, support and service staff, in-branch, to back office operations and account management. All of these points touch the customer and can influence their decisions on buying your products or services again.
At Market ii we spend time to understand where are the points your organisation touches the customer and what impact that has, be it positive or negative. We examine the people, the processes and the service itself to help you provide exemplary customer satisfaction, thus increasing customer loyalty and improve operation effectiveness.
Once you are fully aware of the Customer Journey your customers are taking then you can adapt your services to meet their expectations and requirements. Market ii’s Service Suite combined with bespoke reporting and analytics will allow you to fully focus on how to achieve market differentiation through service quality.