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BUSINESS CONSULTING

CUSTOMER JOURNEY
MAPPING & IMPROVEMENT

Working with you to design customer-centric services and processes.

PERFECT FOR SOLVING

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Misalignment Between
Your Services And Your
Customer Requirements

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Lack Of A Deep Understanding Of Your Customers' Needs
And Expectations

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Low Customer Satisfaction

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High Level Of Failure Demand

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High Number Of
Customer Complaints

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Loss of Market Share

HOW WE CAN HELP

Connectivity and technology have empowered today’s customers whose needs are now more complex and changing faster than ever before.

To remain competitive and deliver compelling outcomes that retain and grow custom, it is imperative that your organisation adapts with the needs of every single user type, or ‘persona’, ensuring that both services and processes are built around these very customer desires.

Reinvigoration’s Customer Journey Mapping solution is designed to provide your organisation with hands-on consultancy support following a three-step methodology.

WE WILL SUPPORT YOUR TEAMS TO

1
Identify Your Customers Needs

We will start by researching your customer base and developing distinct ‘customer personas’ who use your products and services.

2
Design Services & Processes

We will map out with you the journey of each of these customer groups throughout your processes, in your customers’ eyes, identifying where they are delighted or disappointed, driving to the root causes of
customer dissatisfaction.

3
Implement The Changes Required

By redesigning your processes in line with your customer desires and working with you to implement these changes, we will enable you to provide service excellence and dramatically improve efficiency
and profitability.

KEY BENEFITS

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Unique And Inspiring
Customer Experiences

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Higher Customer
Retention And Acquisition

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Higher Net Promoter Score

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Thoroughly Defined
Customer Personas

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Higher Quality Product/Service

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Reduction In Failure Demand

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Reduction In Operating Costs

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Greater Productivity

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Faster End-To-End Lead Time

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Reduced Variation

GET IN TOUCH

Would you like to discuss your specific requirements and find out more about our solutions?
Contact our Customer Journey Mapping & Improvement expert, Graham Turnbull.

Graham Turnbull - Reinvigoration

Graham Turnbull

CASE STUDIES

Find out how we have helped some of our clients transform their service operations.

Case Study Business Improvement Utilities

Improve Operational Profitability - Utilities

Utilities
Case Study Business Improvement Financial Services Insurance

Simplify Business Processes

Financial Services (Insurance)

To see more case studies, click here.

THOUGHT LEADERSHIP

To see more thought leadership articles, click here.

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