{"id":842,"date":"2016-03-28T11:26:28","date_gmt":"2016-03-28T04:26:28","guid":{"rendered":"http:\/\/blog.cimigo.com\/?p=842"},"modified":"2021-12-04T17:03:04","modified_gmt":"2021-12-04T10:03:04","slug":"mapping-customer-journeys","status":"publish","type":"post","link":"https:\/\/staging.cimigo.com\/en\/trends\/mapping-customer-journeys\/","title":{"rendered":"Mapping customer journeys"},"content":{"rendered":"<p>Cimigo constantly assist clients in mapping\u00a0customer\u00a0journeys, so that they may work to improve customer experience. From financial services to e-commerce to automotive sales there is no shortage of empirical evidence\u00a0that moving beyond single customer touch points\u00a0improves customer acquisition, experience satisfaction, retention and revenues per customer.<\/p>\n<h2>Mapping customer journeys\u00a0pays dividends<\/h2>\n<p>The rise of e-commerce platforms in Asia meshing with\u00a0bricks and mortar retail make the customer journey ever more important. \u00a0Many platforms currently fail to understand how the two interact and focus on\u00a0at e-platform visits and sales conversions in isolation.<\/p>\n<p>With a thorough understanding and mapping of customer journeys the return on investment in e-commerce platforms becomes more evident with the impact on foot traffic and in store conversions and up selling. \u00a0The ability to mesh e-platforms and in store mechanics can be far better deployed to measure the impact, improve upon it and encourage more sales conversions in the customer journey. \u00a0A journey which is rarely a linear!<\/p>\n<p>A recent article\u00a0by <a href=\"http:\/\/www.mckinsey.com\" target=\"_blank\" rel=\"noopener noreferrer\">McKinsey\u00a0<\/a>highlights show many companies focus on discreet touch points without consideration of the total journey. <em>\u00a0<a href=\"http:\/\/www.mckinsey.com\/business-functions\/marketing-and-sales\/our-insights\/from-touchpoints-to-journeys-seeing-the-world-as-customers-do?cid=other-eml-alt-mip-mck-oth-1603#0\" target=\"_blank\" rel=\"noopener noreferrer\">Most companies perform fairly well on touch points, but distinctive performance on journeys can set a company apart. Delivering a distinctive journey experience makes it more likely that customers repeat a purchase, spend more, recommend to their friends, and stay with your company. <\/a>\u00a0<\/em><\/p>\n<h2>Mapping customer journeys is easy<\/h2>\n<p>Whether life insurance, automotive service\u00a0or buying a new laptop mapping customer journeys is easy. The process need not be time and cost exhaustive. \u00a0Cimigo employs a combination of observational and primary research, often\u00a0with\u00a0mobile research to easily capture observations. \u00a0 Consumers can readily and easily capture their journey on our <a href=\"https:\/\/staging.cimigo.com\/cimigo-goes-mobile\/\" target=\"_blank\" rel=\"noopener noreferrer\">mobile application<\/a>\u00a0and in depth interviews explore\u00a0the relevant stages of; sales or service\u00a0approach, search, social validation, persuasion, commitment.<\/p>\n<p>Visually mapping the many consumer journeys and combining these with in depth interviews to\u00a0understand what\u00a0motivated, delighted, confused, frustrated and inhibited\u00a0consumers is key. The actions required to improve the experience\u00a0become immediately visible. \u00a0This enables action plans to be built that deliver far improved customer experiences, more efficient acquisition and improved revenue. \u00a0Many of the most impactful\u00a0actions are\u00a0easily deployed and like a good customer insight are extremely obvious with the power of hindsight.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cimigo constantly assist clients in mapping\u00a0customer\u00a0journeys, so that they may work to improve customer experience. From financial services to e-commerce to automotive sales there is no shortage of empirical evidence\u00a0that moving beyond single customer touch points\u00a0improves customer acquisition, experience satisfaction, retention and revenues per customer. Mapping customer journeys\u00a0pays dividends The rise of e-commerce platforms in [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":17573,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[],"tags":[454,570],"class_list":["post-842","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","tag-vietnam-customer-experience-market-research","tag-vietnam-market-research"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Mapping customer journeys - Market research Vietnam Indonesia<\/title>\n<meta name=\"description\" content=\"Mapping customer journeys moves beyond single customer touch points to improve revenues per customer.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Mapping customer journeys - 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