1.The development of a clear understanding of customer personas within the experience journey. We want to understand their needs, motivations, goals, pain-points and sources of influence along the journey.
A map of customer touch-points will be developed bringing to life each point within the brand interaction experience.
We would propose a series of research initiatives to explore the customer’s behaviour at each stage. How they interact, what this involves, what they are thinking and feeling and how they perceive the experience.
For each stage we would carry out an internal audit, to understand what is also happening beyond the view of the customer. Which departments, teams and processes and how this impacts the customer’s experience.