Flesh out a hypothesized customer journey
Today’s companies are investing heavily into perfecting the design of their product or service. But what often slips through the cracks is the importance of a well-designed experience–from purchasing to getting support, to even returning. These experiences are just as or more important than the product design, and friction points in the experience can greatly impact customer loyalty. Are you aware of the friction points in your customer experience?
With over 25+ years of supporting clients in driving loyalty and retention, we know how to identify and address friction points in your customer experience. We’ve identified a six-step, ethnographic approach to conducting customer experience research and agile optimization, ultimately helping you drive customer loyalty:
Download the framework to learn more about our 6-step ethnographical approach to improving the customer experience, and get our checklist for the 9 to-do’s to ensure research success.
DOWNLOAD THE FRAMEWORK