To understand your customers, you must first walk their journey.
Customer Journey Maps are a critical element in CX strategy, design and execution; they illustrate the steps your customers navigate to engage with your company and outline the ways your customers interact with you over all touchpoints. Put simply, Customer Journey maps keep companies focused on customers rather than themselves.
Certified by Temkin Group, EXCO uses Journey Mapping to drive engaging, successful and ultimately paradigm shifting sessions. We start by capitalizing on any existing customer relationship data, process maps and feedback before gathering a cross-functional group to walk through the customer journey. We take it a step further by incorporating a facilitative problem-solving process to think beyond existing experience - “What would be the ideal experience?” Here, best ideas are shared and breakthrough experiences that lead to competitive differentiation are conceived, all the while engaging and exciting your team.
Deep dive into the
Is your customers' actual Journey what your employees think it is?
Map the current customer experience across key touchpoints
What are the Pain Points & Magic Moments and how do we ‘close the loop'.
Voice of the Customer
Experience the power of
real-time customer feedback.
Voice of the Customer (VoC) is just what is sounds like; a platform that proactively seeks out your customer’s feedback about their experiences with and expectations for your products or services, it gives your customer a voice! A good VoC programme, focuses on customer needs, expectations, understandings, and product improvement while providing your company with metrics that matter and extractable insights – it allows you to make change! These programmes have gained traction as brands across the world narrow their focus on improving the Customer Experience; customer feedback has become more than critical to understanding customers complex decision-making process. To really differentiate, to measurably improve your Customer Experience, you must have a single line of sight into your customer, their ratings and their experience with your organization.
Leveraging the growing reach of mobile phones, mSurvey is changing how data is collected from a time-consuming, labor-intensive process to a real-time mobile survey conversation with the next billion.