Gain a Window Into the Customer’s Journey
We help you map the path the customer takes to get to you: your touchpoint opportunities, the factors that determine the course of their journey, and the critical moments that can either bring them back to you or set them on another road.
Our Approach
Techniques
- We take a deep dive into each aspect of the omni-channel consumer journey, from initial brand awareness, through key consideration factors, to trial, purchase, and post-purchase decisions.
- We provide you a comprehensive visual map of your consumers’ journey, illustrating key themes and cautions at each step.
Methodologies
- While our approach can be tailored to a variety of needs, we typically prefer to conduct a two-phase study that combines online bulletin boards with in-depth interviews.
- In the preliminary online bulletin board, we begin identifying the many influences and steps in the collective journey. We carefully hand-select consumers from this phase to participate in the in-depth interviews.
- Next, we invite a smaller group of exceptional respondents to participate in an intensive webcam in-depth interview utilizing a custom whiteboard tool. In this session, consumers work with the moderator to build a visual representation of their entire journey, capturing the full range of influences, decisions, emotions, and inflection points they experienced along the way