Gold Customer Journey Tracking^TM

Gold Customer Journey Tracking^TM  Advantages: 

• Capture of multi-touchpoint data and integration into the end-to-end customer journey framework
• Full and thorough understanding of improvement initiatives on customer perceptions along the journey
• Tracking changes over time regarding in customer preferences, competitive comparisons, brand switching & friction points
• Assure that journey insights and improvements are linked to stopping revenue leakage, improving brand loyalty, decreased brand switching and customer retention/profitability are linked to company revenue and profit goals
• Actionable and relevant reports generated at a cadence tailored for your company stakeholders and product(s).

The main objective of Gold Customer Journey TrackingTM is to measure customer experience, satisfaction and perceptions, informing brand experience position and driving improvement efforts. Therefore, assessments of the Customer Journey Experience should be captured annually. 

This will enable: 

• Year-to-Year comparison of Customer Journey metrics, insights and improvements
• Monitoring of customer experiences, sentiment and satisfaction over time, especially as market situations (COVID, AI) and competitive performance change 
• Development / design of improvement initiatives 
• Benchmarking the impact of improvement efforts on the delivered customer experience along their journey and linkage to measurable business objectives 

Framework Elements:

• Track, identify, and quantify customer experience factors at all touchpoints along the journey and compare to Customer Journey baseline data for assessment
• Determine changes in decision factor importance, friction points encountered, customer satisfaction & competitive distinction. 
• Prioritize the key journey areas for improvement that should drive company focus
• Estimate the business impact of improvements:  brand leakage, brand switching, customer/account retention, revenue and cost impacts