Understanding Customer Journeys for Strategic Marketing Success
We work with businesses to identify core customer personas and map the stages of their individual journeys, to better understand the customers’ perspective and identify opportunities to better reach and engage customers in a meaningful way.
We have worked with businesses of all sizes across many industries to uncover insights about their customers’ behaviours, thoughts, feelings, influences and touchpoints.
This enables businesses to be more strategic in how and where they spend their marketing budget, to deliver more tailored and relevant content, and to provide a superior customer experience.
A Complete Approach to Customer Understanding
We are flexible in our approach to Customer Journey Mapping and always consider first the volume and depth of insights already available, and your specific objectives and requirements for the project and its outcomes.
We tailor our approach around your needs, to ensure you achieve a complete and accurate understanding of how your customer interact with your brand, the key factors and influences at each stage of their journey, and how and when your brand can provide further value and better engage customers at key moments of truth.
We begin by gathering any existing data and insights, including recorded data and qualitative data from your front-line staff.
We identify where any gaps exist and can conduct further research to gather the required data. As part of this process, we like to ensure insights can be gleaned from both the company and the customers.
We integrate and review all the data that has been collected.
Our team applies leading data analysis techniques to provide conclusive insights, with accurate and reliable interpretations.
The insights and interpretations are documented as they will be integral for informing the customer personas and journey maps.
We profile your key customer segments and create unique personas as a representation of the statistically most common characteristics among each segment.
This provides a detailed profile that personifies each segment and makes them more tangible and relatable for marketing and planning purposes.
We use the insights and learnings that have been uncovered to create a new type of journey for the customers, identifying how your brand can create exciting and unique experiences for your customers.
This process involves the examination of customer hopes and desires, rather than only their experiences.
Armed with the current state and future state Customer Journey Maps, we can conduct a gap analysis and identify new opportunities to enhance the customer experience.
This looks at solutions to address pain points and critical interactions within the current journey, and to improve the journey to be more aligned with the future state ideal.
We’ve delivered strategic consulting services for various Businesses nationally
Your team lead, Gemma
Gemma Taylor
Head of Consulting
Industry Experience
With Reload
Frequently Asked Questions
The purpose of digital transformations is to allow your business to thrive in the digital space.
Transferring platforms and creating new efficiencies for your team and customers through digital transformations can place your business in the best scenario for long-term success.
There are many examples of digital transformations.
One specific takeout was leading an omnichannel ecommerce strategy for a major manufacturing brand that complemented, rather than competed with, their existing brick-and-mortar retail stores.
The most important part of a digital transformation is choosing a strategy that aligns with your business goals.
Learning what techniques your brand needs to use in the digital sphere that aligns with your target customer and business objectives will provide the most value for your business.
Digital transformations are important to get right from the beginning!
Implementing a well-thought-out digital transformation strategy can enable a brand to increase efficiency, achieve business agility and unlock new value for customers. It’s a win-win for both the business and your consumers!
We work with leading brands across Australia & internationally.
