Customer Experience Mapping

Mapping every customer interaction with your brand

Knowing your customers

Have you ever taken a step back and looked at the services and experiences your company delivers?

Customer experience mapping is a holistic overview of your customer’s journey and knowing what they experience, considering every possible touch point throughout; awareness, consideration, conversion, loyalty and advocacy stages.

A Forbes study states that 84% of companies that work to improve their customer experience report an increase n revenue and 80% of customers are likely to do business with a company if it offers personalised experiences.

And with businesses aiming to be more customer-centric, building a strategy and culture around creating the best experiences for the customer, understanding what message is on what channel across all stages of their decision processes is a great place to start.

We deliver projects that investigate the following:

We work with you to determine the transactional stages of your customers journey with you. Transactional stages are the steps your customers need to action to interact with your brand. Having the stages of your customers transactional journey is the best place to start with your customer journey map. 

We look at all the ways your customers can convert with you; a website form, a phone number, a Facebook form and we determine the experience they receive once they convert.

This covers areas like; how long your response time is, how you respond, what they get when they do respond, as well as, what the process looks like from an internal perspective, where you record the data and what your follow up process looks like.

This helps us give you recommendations for areas of improvements and barriers to conversion.  

Based on your transactional stages above we look at each of the touchpoints that make up your customer’s full journey. This is any point that your customer interacts with and how they currently interact with them. 

We look at your internal roles and responsibilities for who needs to service each part of your customer journey map. We work through this with your internal teams to make sure everyone is aligned. 

Your customer experience questions answered

The expediential growth of digital marketing channels not only means there are considerably more places for you to engage with your customers and potential customers. It also means, there are considerably more entry points to their journey making the mapping process more complex. 

A customer journey map not only helps your build a full picture of how your customers find you and convert, but also how they move through your internal departments and platforms as they continue their journey.

  • It allows you to identify customer pain points that may stop them converting or interacting with your brand  
  • Increased internal efficiencies due to the allocation of roles and responsibilities throughout the customer journey process 
  • An understanding of how your internal and customer platforms can perform more efficiently to support the customer process
  • An increased understanding of marketing and customer metrics, such as; return on investment (ROI) and lifetime value (LTV)
  • Retention of customers due to their improved brand experience 
  • Reduced or more efficiently allocated marketing spend  
  • Further understanding of your customers and what messaging they want to receive at what stage in their journey to help them convert 

In short, an improved experience with your brand. 

While your customers won’t see your customer journey map, they will benefit from the improved processes, technology and internal role allocation that the mapping process will surface. 

The ultimate goal of you carrying out this work is to provide your customers with exceptional experiences at every touchpoint in their journey with you. 

For us they are similar but with one crucial difference.

A customer journey map is simply acknowledging every interaction your customers have with you. 

Including the experience into the journey allows your business to know how people thin k and feel at every stage and what kind of experience they actually get vs what you expect them to have.

It takes it from a simple mapping exercise to a focussed customer centric interaction.

Want to know more?

Get in touch below and we can have an informal chat to understand what your needs are, listen to the pain points and to understand your vision.

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