Service Experience Mapping
Price, product quality, customer support, brand awareness – all of these are important metrics to gauge customer satisfaction. The sum of these elements comprise a customer’s relationship and engagement with your company and brand.
Akendi’s Service Experience Mapping is designed to help you gain visibility into your customers’ and clients’ relationship with your organization and brand. Through Service Experience Mapping, you will better understand your customers’ behaviours and expectations, and will gain greater control over their overall experience with your brand.
How We Do It
Using our proven Experience Lifecycle™, we will create an experience matrix that maps each customer touchpoint with your organization, product, service, and brand. The process will include sessions with internal stakeholders who are customer-facing, as well as surveys, client observation, and in-depth interviews with your customers.
This map will reveal the customer’s service journey with your organization, and will ensure that no facet of that journey is ignored. With this powerful knowledge in hand, we will then identify:
- Which touchpoints impact client retention and which do not
- Where too much effort in a touchpoint results in too few benefits
- Client experience gaps in the journey
- Where too little effort hurts the brand and the product experience
Finally, we will score each touchpoint to provide baseline information for benchmarking and competitive comparison. And, we will make concrete recommendations about how to optimize the current Service Experience for distinct groups of customers.
Ready to Akendi?
Please contact business@akendi.com or 1.866.585.1660 x1 for questions and more information about our Service Experience Mapping.
