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Journey Mapping

GAIN DEEP, ACCURATE INSIGHTS INTO YOUR CUSTOMERS’ COLLECTIVE EXPERIENCES WITH YOUR BUSINESS.

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This detailed review, performed by an experienced team of MaritzCX consultants, will work to:

  • 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
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