Customer Experience & Journey Mapping
Enhance retention and acquisition by creating memorable experiences that meet consumer needs and turn them into brand advocates.
What is Customer Experience & Journey Mapping?
SMARI helps brands improve customer experiences by analyzing two key areas: the path to purchase and the path to advocacy. The path to purchase explores how consumers engage with and evaluate a brand before choosing it. The path to advocacy examines every touchpoint, from product use to service interactions, shaping long-term brand connections.
- Improve low satisfaction ratings: Identify friction points to boost satisfaction and advocacy.
- Diagnose low repeat sales: Find where products, services, or experiences fall short and how to improve them.
- Troubleshoot lost sales: Discover why consumers drop out of the sales funnel and where they go next.
- Evolve the customer experience: Strengthen and scale experiences for new or growing brands.
- Reduce customer churn: Understand why customers leave and what draws them to competitors.
Key Features of Customer Experience & Journey Mapping
Key Driver Analysis shows elements creating an endorsable experience.
See the Customer Effort Score required during the customer experience.
Find the missing components of the experience with Gap Analysis.
Touchpoint Analysis measures satisfaction at each step of the journey
Measure the long-term profitability with Customer Lifetime Value.
Measure customer advocacy with Net Promoter Score.
Quadrant analysis of key drivers of satisfaction and brand performance.
Sentiment Analysis for consumer feelings when interacting with the brand.
Experience Tracking for customer experience progress over time.
Co-Creation with customers to improve experience and ideate new alternatives.
Our Framework for Customer Experience & Journey Mapping
Looking to strengthen and scale your customer experiences? Partner with SMARI to evolve your brand’s journey mapping.
Explore the Benefits of Customer Experience & Journey Mapping
Customer experience sets brands apart, builds advocates, and shapes products. Seeing the journey through the customer’s eyes reveals gaps, missed opportunities, and friction points that impact sales and growth.
Improve Training, Systems, Processes for Sales
Understand why consumers drop out of the funnel and the unmet needs they carry.
Improve Customer Service
Better understand what consumers need and fine-tune training.
Improve Product Performance
Discover points of friction and misinterpretations that detract from satisfaction.
Improve Acquisition
Remove barriers to purchase and better communicate points of differentiation.
Earn Brand Advocates
Enhance tangible, experiential elements that drive loyalty. Create “wow” factors that set the brand apart.
Why Choose SMARI for Customer Experience & Journey Mapping?
We are problem-solvers who study consumer behavior to optimize processes and improve outcomes. Understanding the customer experience goes beyond asking, “How satisfied are you?” Clients turn to SMARI when the questions are complex, and the answers are not obvious. When internal teams are too close to the product or service, assumptions can cloud reality. That is when a third-party perspective makes the difference.
Partner with us for expert insights, a tailored approach, and advanced research tools that uncover what truly drives retention and conversion. Your success is our success, and we are committed to helping you create experiences that set your brand apart.