Believe it or not, many companies still don’t know their customers.
Why are we still here? What are we doing wrong?
There are many ways to learn about your customers but the most effective way to truly understand why your customers both love and hate you is through Customer Journey Mapping.
So how do we do it?
Our method involves the integration of qualitative and quantitative data, which we analyse to contextualise the customer’s journey and identify pains and gains at each touch point. A holistic approach to analytics, Customer Journey Mapping provides brands with an overview of performance across all touchpoints.
At TH?NK we love to show off. We are proud to be specialists in Customer Journey Mapping and have partnered with many iconic brands including L’Oréal, Melbourne Airport and Cabrini to bring the journey of their customers to life.
Why are we the experts?
We go beyond the scope using creative techniques to empathise, humanise and map the end-to-end journey. We know your customers better than you do and we will tell you the cold hard truth about your brands’ performance across each touchpoint (digital and physical).
When we map the journey, we look beyond the final purchase as the ‘the end result’. We meticulously probe into all physical actions and psychological drivers throughout the journey – before and after the purchase has been made.
Competition is fierce and it is simply not enough to attract new customers. Companies need to invest in long term relationships with their customers to keep them happy and loyal.
As we say here at TH?NK, there’s no gain if you can’t retain
