Uncover the true voice of your customer
We start by mapping the end-to-end customer journey across all channels to identify the major journey steps and touch points. As well as the transactional detail, we also interogate the interactive detail to establish how customers are feeling and thinking. Using indepth insight tools and techniques we take each interaction and deep dive to understand customers’ expectations, what matters most to them and how they believe the brand or organisation is currently performing. The result is a comprehensive gap analysis, uncovering the true voice of the customer and highlighting the specific key pain points. This is crucial to help organisations predict where future intervention will offer the greatest value and to develop a framework to plan and build the business case for improvement or transformation. This approach is just as relevant to digital media as it is for human interaction.