Understanding customer experiences can be complex, and unfortunately customer satisfaction surveys alone usually do not provide sufficient insight. Experience mapping is a means to develop a deeper understanding of your customers’ experiences and expectations – and to ultimately create advocates out of your customers, because they are enthusiastic about the exceptional experience that you provide.
Experience mapping offers you a game plan. A customized experience map is used to assist customers and employees to recall interactions, resources and needs at each step of their experience.
We also examine and rate the performance of touchpoints – the means by which customers interact with you (such as your physical environment, website, call center, personal interactions and communications). This approach is highly customizable, so can be used to gather input from almost any type of audiences (in healthcare, for example, we often talk with patients, staff and referring physicians).
Benefits of experience mapping: