Journey Mapping

The starting point lies in understanding the customer and employee journeys; the route someone takes to become a customer or an employee and the various interactions they have with you once they’re on board, each of which can build, maintain or diminish their perception of you and influence their long term value to you.

We help businesses map out, understand and improve these journeys (organisations often have many) by facilitating sessions to really get into the detail of all the touch points a client or an employee has with an organisation before, during and after they’ve come on board. You’d be surprised how often there are significant discrepancies between what the management believe is the customer or employee journey and what staff report actually happens. This work provides an obvious platform from which to re-engineer customer interactions, train staff and make system and process improvements.

Company

Policy