Put the customer first,
and exceed expectations
Customer journeys can be complex, unpredictable pathways through multiple touchpoints across your business.
By defining and illustrating all the touchpoints a customer has with your business in a ‘map’, you build a comprehensive knowledge bank of each customer interaction and can then use that map as a guide to make changes and improvements.
Customer journey mapping helps you step into your customer’s shoes, to understand and define exactly how a customer will interact with your business, thus enabling precise, targeted CX improvement.
At every stage of a journey, our primary focus must be CUSTOMER motivation and desired outcome.
Then we map the business objectives and desired outcomes for every same stage.
Only by aligning business objective to the primary consideration of customer objective, can we design the optimum customer experience, or revise and improve an existing one.
All the key ingredients for successful Customer Journey Mapping
An experienced Account Manager from our Insight Services team is assigned to your business, and will work with you throughout the process.
They will co-ordinate and manage your journey mapping project from start to finish, providing regular progress updates, and will be available at all time to answer your questions or provide additional support.
All Customer Journey Mapping projects are delivered by our Head of Insight Services, (supported by your Account Manager) who will meet with you personally to understand your business goals, and to formulate the optimum process.
Our Head of Insights will personally meet with your stakeholders and facilitate the mapping, analysis and action recommendation stages of the process.
Yomdel will run a range of workshop options to suit your budget, timescale and team size.
These can de done face to face on your premises, or by video conference facility if preferred.
Within workshops we employ a range of mapping techniques, and consultancy discussions to surface all required input.
We are experienced customer experience consultants working across the public sector, financial services, property, retail and hospitality sectors helping each of our clients achieve their business goals and deliver exceptional customer service.
We pride ourselves on our listening skills and ability to really get under the skin of every business we work with so we can provide holistic, joined-up advice and solutions.
As a natural output of Customer Journey Mapping, you will be armed for the future with an invaluable holistic overview of your business processes and systems.
Plus a practical visualisation of your customer journeys and actionable recommendations for changes and improvement.
We also offer the option to extend your mapping exercise to include broader full-service consultancy support, with implementation of recommendations and outputs, and business change management.
A highly collaborative process, working with you and your team
Our Customer Experience Expert will have an extended consultation with the key stakeholder(s) to collect as much relevant information as possible about the business and define the project scope.
Our consultant will hold a series of in-depth guided discussions with key stakeholders from your organisation.
These interactive sessions mine the knowledge of the team to define the current customer touchpoints, pathways and expectations.
Workshops get the whole team involved and help to get team buy-in into the process.
Alongside the workshops we audit current systems and processes including an ICT review and staff training materials.
Stage 1 output - your Touchpoint Framework - will be a detailed written document itemising every possible interaction across all channels, at every stage of your marketing and sales process.
Stage 2 output will apply the filters of Customer Objectives and Business Objectives (in that order!) to your Touchpoint Framework, clearly defining desired outcomes at every journey point.
The final Stage 3 output uses the completed Touchpoint Framework to determine the best 'treatment' a customer should receive at a given point, to achieve the optimum business outcome.
Customer Journey Mapping is priced on a bespoke project basis.
One of our expert team will work with you to define your objectives and requirements, including scope and scale, and offer a detailed quotation in advance.
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