Great Customer Experiences Start with Great Customer Journey Maps
Since 2002, Genroe has been working alongside it’s clients to create great Customer Experiences:
- Helping them to understand deeply what’s important to their customers,
- Supporting them to drive that understanding deep into organisation;
- Building processes to diagnose root causes and makes changes to CX today and tomorrow.
At some stage every CX transformation needs to map the Customer Journey and Genroe has worked with dozens of organisations to create this critical document.
Client CX Success : AccessPay Lifts NPS from 15 to 50 in 2 Years
AccessPay Lifts NPS from 15 to 50 in 2 Years
AccessPay is part of the listed company SmartGroup.
Through consistent focus, individual and team action AccessPay lifed it's NPS from 15 to 53 in the two years from December of 2019 to September 2020.
Customer Journey Mapping
Customer Journey Mapping outlines the steps of customer experience, from the customer’s perspective. With a good Customer Journey Map you can identify, understand and act on (improve) each aspect of the experience.
Genroe’s Customer Journey Mapping services help you to uncover and map:
- Identify and Prioritise Customer Segments
- Identify and Document Customer Personas
- Run The Journey Mapping Workshop
- Create a Customer Journey Data Collection System
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Buyer Persona Development
Without a clear and well defined buyer personas, you can’t create accurate customer journeys.
Whereas, creating a customer experience that matches your customer personas drives customer satisfaction, loyalty and lower costs.
Genroe CX consultants help you identify and validate your buyer personas through customer research and analysis.
- Customer Experience Survey Design : Creating an effective survey
- Survey Execution : Coding, delivery and data collection.
- Analysis : Statistical analysis to uncover hidden customer insights.
- Reporting : Engaging with Senior Executives to deliver findings.
One of the Managing Directors, who is in his late 50s, said when we put CustomerGauge in his business: it’s the single most transformational thing he’s ever seen in his 30 years in leadership.
Jeff McLean, Grays, COO & DirectorCustomer Journey Data Collection System
Documenting the Customer Journey is just the first step. Then you need to monitor and measure it to prioritise action and track progress.
As part of the Customer Journey Mapping process you need to implement systems to collect and manage information on the customer’s experience.
Genroe customer experience consultants can help you launch a B2B CX management system that’s best practice on day one.
- Automated data collection : Easy integration to your existing CRM
- Automated report delivery : Excel be gone + Easy report creation
- Identify CX Drivers : Uncover what is driving customer perceptions
- Automated alerts : Real time closing the loop initiation
Let’s Talk Customer Experience
Let’s chat about your business and what you’re looking to achieve in your customer experience journey.
No obligation.
No pressure.
Just honest to goodness advice.