The problem
Owners do not know where customers are frustrated or lost across the journey.
The opportunity: Customer experience audit and journey mapping
Who it helps
- Retailers
- Hospitality
- Clinics
- Service firms
- E-commerce
What the research says
PwC
Experience is everything: Here's how to get it right (Future of Customer Experience) (2018)
This opportunity follows directly from the theme of the report.
Search for the report(opens in a new tab)We have not yet verified a direct link to this report, so this opens a web search for its title.
The solution
A structured audit of every touchpoint with a prioritised list of quick fixes.
How it is implemented
- 01Map the journey
- 02Mystery-shop or survey customers
- 03Score pain points
- 04Fix the top five
- 05Re-test
What it needs
- Survey tool
- Interview time
- Journey template
- Owner workshop
Want this implemented in your business?
No self-serve tool yet. We can scope and build it for your business on request.
Source details are being verified; please check the original publication.
All summaries are written by Trovecrest in our own words. Nothing is copied from the reports, and no figures are reproduced.
Trovecrest is independent and not affiliated with or endorsed by the firms whose research is referenced.
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