Gain deep, accurate insights into your customers’ collective experiences with your business.
This detailed review, performed by an experienced team of MaritzCX consultants, will work to:
- Explore, document and understand the personal, emotional parts of the customer experience that quantitative measures alone often miss
- Create a detailed visual representation that places specifi c customer touch points and interactions in the larger context of the complete customer journey
- Identify the key moments of truth that impact customer perceptions and satisfaction the most, so you can monitor and improve them over time
- Build a common, shared and accurate inside view of what your customers experience, so you can build a strong culture of understanding and CX improvement across your entire organisation
- Reveal gaps and weaknesses in your existing Voice of Customer (VoC) programme that may be limiting your ability to turn customer feedback into business results