Customer Journey Mapping
Used by the world’s most successful businesses, Customer Journey Mapping (CJM) has become the go-to method for designing and redesigning the customer experience. An indispensable business tool, we teach you how to think like your customer and experience your product or service as they do.
Customer journey mapping gives you the ultimate ‘outside-in’ view of how your customers see your organisation. The process involves creating a journey map that enables you to visualise every interaction your customer has with your brand. These are called touchpoints. By putting yourself in your customer’s shoes every step of the way, you can better understand any frustrations or issues they may have when engaging with your product or service. Not only is it the best tool for understanding the customer experience, but it’s also crucial for bringing your customer back into the organisation’s thinking.
The process of picturing your customers’ experiences with your brand aims to teach businesses how to put themselves in their client’s shoes and look at their operations from their clients’ angles.
Reposition your product where it belongs.
Conduct a thorough audit of your current offering to determine how well it meets customer needs.
Experience your own medicine
Experience your organisation through the eyes of your most important resource – your customers
Keep tabs on every experience.
Keep track of the positive and negative aspects of the customer experience as they interact with your business.
Compare expectation VS reality
Look into the difference between what clients expect from working with you and what they actually experience.
Align a single vision across multiple divisions.
Determine the dependencies both upstream and downstream so that all of your business functions can cooperate to improve CX.
Unpack key opportunities
Start prioritizing medium- to long-term improvements and produce a battery of quick wins through a redesign.
Adopt worldly standards
Learn how to apply a CMJ methodology that is internationally well-known so that you can keep improving it as you grow.
Expand your online presence
You can reach your customers on more platforms and with content, they want to read, watch, and share if you know who they are and where they hang out.
"Together with nlighten, we did a customer journey mapping exercise with the Claims area. As a result, we implemented a new way of processing (straight through processing). We were able to use the customer journey map with customers and brokers to plan the way forward for digital interactions. It was a very important and valuable piece of work. As a result of the CJM interactions we have seen a positive upswing in our ratings in the customer satisfaction index. We have a transparent and trusting relationship with nlighten. "
"They are an intricate part of our business. We are very impressed with their output. They have elevated their game to become part of a group wide strategic imperative and have helped us change the way we see our clients. We are much more client focused, and this is of enormous value. They bring insights to the business that were not perceived before and demonstrate expertise and professionalism in driving for tangible results. We have managed to retain clients who were at risk of ending their association with us. Companywide we were able to recognize that we had a problem. This is thanks to nlighten’s work. "
"We are in the process of unpacking the results of the CJM exercise and this is a new field. We have scheduled 2 follow-up planning workshops with an external project team who will be tasked to help us implement the changes. So far, they are world class in terms of what they have delivered in terms of value. The quality of their work is really excellent. Their published reports are well presented, there is the right level of engagement with us despite the fact that it has had to be online. They absolutely know what they are doing. They are a business partner because they are experts at what they do, and they add value. We believe that this could be a win-win relationship because we can recommend them to other entities in our network. They got to know our business very quickly, asked the right questions and formed a relationship with the right people in our organisation. The people at nlighten are clearly more than employees, they have a dedication and heart for what they do. "
Send us a query below, and we’ll get back to you.
In many B2B organisations, 20% of your key clients will give you up to 80% of your sales. To ensure that you retain this key business, you have to be willing to really listen to what your clients are saying. This can sometimes generate some hard-to-hear results, which is why using an outsourced Client Experience (CX) service provider can assist with a more objective analysis. Our approach is to partner with you to enhance your customer experience, in every interaction, from the outside in.
To this end, we have grown a prominent network of local and international customer and client experience experts, allowing us to combine international best practice with local insight.
By partnering with us, we will work with you to develop a fail-proof CX plan that will:
We use an award-winning multi-disciplinary approach to tailor end-to-end CX solutions for your business.
Our in-depth Voice of the Customer research (VoC) uncovers deep insights into what your clients actually think about doing business with you. Our promise with our VoC offering is to give you meaningful, actionable insights that work to retain your clients and grow your business.
To help our clients proactively address their customers’ needs in real-time, we have developed nsights; a proprietary online platform that allows immediate access to customer feedback in a seamless and easy-to-use way.
By extracting key customer research insights, we develop an action-focused CX strategy that is in line with your business goals. This strategy provides your team with a solid CX blueprint that they can follow, which will ensure everyone is on the same page, and working toward a shared vision.
Equip your management teams with the framework, knowledge, and skills to deliver world-class customer experiences. We offer various open and customised CX training, as well as our signature SETA-accredited Train-the-Trainer Programme.
Used by the world’s most successful businesses, Customer Journey Mapping (CJM) has become the go-to method for designing and redesigning the customer experience. An indispensable business tool, we teach you how to think like your customer and experience your product or service as they do.
Using key design thinking principles, we’ll help you redesign and optimise your existing customer journey, as well as work to identify and develop new best-in-class experiences.
