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Customer Journey Map. We create scenarios of customer interaction with the |
Order CJMWhy NZR?
- 18years of team professionals' experience
- 250+successful projects for major international companies
- 400+successful trade marketing campaigns
CJM — is a customer experience research
The client has a goal
What is your client's goal?
They are looking for a solution
What actions does the client take to achieve their goal?
They choose the best option
Where and how does the client interact with your brand?
They experience emotions
What feelings does the client have at different stages of their journey?
About the service
We create visual customer journey maps for retail and public spaces to show you what customers feel and think when interacting with your brand.
A very simplified CJM diagram
Customer journey maps help create strategies to improve the user experience and increase conversions
-
+7%
in purchase frequency
-
+9%
in average check
-
+17%
in service speed
To segment the audience and consider the real needs of customers, we use the personas method when developing the CJM.
This method allows creating realistic profiles of potential buyers, taking into account their age, gender, interests, and preferences.
Personas method for CJM (our case)
What are the benefits of this service?
We understand that successful space development depends on a deep understanding of customer needs and the creation of an effective interaction strategy. Our services will help you to:
- develop an optimal customer journey
- identify bottlenecks and growth points
- optimize service processes
- increase customer satisfaction and conversion
The CJM includes
the following sections:
- Portrait of the average customer
- Motivations for choosing purchases at this retail location
- Loyalty level indicators
- Availability of urban infrastructure
- Analysis of access routes and parking
- Evaluation of the efficiency of working hours
- Signage and entrance group
- Relevance of the storefront
- Navigation and signage (stanchions)
- Effectiveness of trading and exhibition equipment
- Level of illumination at the site
- Convenience of movement and customer orientation
- Assessment of zoning and layout of the retail space
- Compliance with merchandising standards
- Presence and effectiveness of POS materials
- Evaluation of staff performance and customer service quality
- Monitoring adherence to rules and standards
- Effectiveness of the motivation system
- Effectiveness of current positioning
- Branding: logo and corporate style
- Outdoor advertising and informational signs
An example of a ready-made customer journey map (CJM) for a bank (our case)
How We Work
- Consultationfree consultation (online or offline)1
- Agreementsigning the contract2
- Briefingpersonal briefing, clarifying all details, our full immersion into the project and the client's issues. Creating a project implementation schedule. Selecting focus points / markers for the Customer Journey Map (CJM)3
- Selection of objects or services to visit4
- Visit to the object / receiving the service5
- Interviews with employees6
- Creating the customer journey map7
- Finalization of the work8