Do you know who and in what way customers or users interact with you and how they value the overall experience? What value do you create for them and what are your weak links? We provide answers to these important questions through our customer journey mappings and help you create a world-class customer experience!
Create value throughout the customer journey
Do you know your customers?
We help you understand the entire customer experience and measure the customer journey
We know that good customer relationships and customer journeys are based on insight. To gain loyal customers and ensure profitable business, it is crucial to map out your customers’ entire journey and continuously work on improving customer satisfaction. By starting from the customer’s reality and involving people affected, a deep understanding and empathy for the customer are created. This becomes a valuable foundation for continuous improvement work and customer-driven and user-centered service development.
We know that a comprehensive approach is needed to succeed. The customer journey with needs, behaviors, activities, areas for improvement, channels, experiences, and emotions becomes a useful tool for your change and development. Origo Group can continuously help you measure the customer journey and how successful you are in your change work with increased customer satisfaction as the goal.
- Start with the customer and understand your customer touchpoints: It is crucial that you know what the customer touchpoints are. Without that knowledge, you have an incomplete map of the customer’s journey. With the help of experienced consultants with broad and deep experience in customer-driven work, we ask the right questions that cover all crucial aspects.
- Deep understanding of the customer’s entire experience: We visualize the insights in an attractive, educational, and easily communicable way that helps you give the customer a voice internally in your organization. The customer journey mapping becomes a common frame of reference. If you wish, we can add quantitative surveys to continuously measure the customer journey and the experience at different touchpoints. Such a measurement is preferably reported in a digital insights platform that visualizes both important overall KPIs and details.
- Higher efficiency: Through the customer journey, understanding and engagement for the customer’s situation are created, as well as an overview and consensus on customer needs and focus on the entire experience, which provides opportunities for increased collaboration within the organization. Shifting the focus from internal processes and departments to the customer’s reality lays the foundation for collaboration and needs-based development of services, products, and concepts.
- Retain fewer customers: Ultimately, your systematic work with the customer experience at the center will lead to your organization growing and retaining fewer customers.
- Increased profitability: By understanding your customers’ behavior and customer journey, you can develop services that are in demand and create value for the customer, which will increase your profitability in the long run.
So we work with customer experiences and CX
The starting point for our analyzes is always our clients’ users and customers. By observing, interviewing, and mapping the customers and their needs, behaviors, emotions, and motivations, we can help you as a client to develop. An important part of our offer is also to make data accessible and visualize it so that it is easy to understand. We use tools such as:
- Customer surveys
- Market research
- Customer journey
- Service development
- Our industry-leading system Origo Live
Please feel free to get in touch.
