Customer Journey Mapping

Understand how customers experience your brand at every interaction, and how to win them over.

The holy grail for all marketers and businesses is to understand how the customer makes decisions on what to purchase and what influences these decisions.

Customer Journey Mapping plots the customer's decision making journey and identifies the touch points along the way where they may interact with your brand.

The most influential touch points are known as Moments of Truth. It is critical to understand the customer's expectations at these Moments of Truth and how to meet and exceed them. We can then create a Brand Engager plan for each of these touch points to ensure the brand engages the customer in the most relevant and impactful way to influences their perceptions and behaviour and drive purchase or repurchase and ideally commitment to your brand.

The Customer Journey

Customer Journey Mapping


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- Tania Morgan-Weyer, Ex Marketing Director, Spitz
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