Purchase decisions rarely happen on the spur of the moment. Research indicates that as prospects proceed through the Customer Journey (typically “Awareness > Consideration > Decision > Retention > Advocacy”) they interact with brands numerous times, across physical and digital touchpoints. We use quantitative and qualitative research to define these journeys for your customers — the first step to actively curating their experience of your brand.
Our detailed customer journey maps deliver inventories of all the touchpoints along the customer journey. The systematic evaluation of the experience delivered at these in-person and digital touchpoints — through surveys as well as direct experiential research and testing — lets us identify the times and places where the customer experience may be a headwind to conversion.
By articulating your priorities, your differentiators, and your voice, your brand sets the parameters for the experience you promise your customers. Where we stand up new experiences — online, events, in retail, on social media, and more — we use your brand as guidelines and guardrails. And when existing touchpoints are misaligned, we reimagine and transform them to help drive conversion.
From game-changing results to industry-leading insights, our content licensing is making an impact. Check out the numbers – and discover the ‘how’ behind the results. Want to know how we made this happen?