Your challenge
Do your customer journeys fully deliver your propositions?
A strong proposition can lose its value in the experience of buying, using or renewing it. Do the touchpoints connect, fulfil the promise and help customers and intermediaries get the value they expect?
What could improve
A connected experience. More value from the proposition.
Better journeys can support conversion, retention and satisfaction, while reducing friction and avoidable effort. We look for improvements that work for customers, intermediaries and the business, rather than treating each channel in isolation.
The connection to make
- 01The promise
- 02Every touchpoint
- 03The experience delivered
How we could help
Working through the question
- 01Follow the full journey: digital, telephone, mail and face-to-face; inbound and outbound; acquisition through to ongoing service.
- 02Examine hand-offs, communications and processes against customer expectations, intermediary needs and the proposition’s intended value.
- 03Prioritise changes and define the capabilities and measures needed to improve experience and commercial performance.
How this connects to our work
Testing a proposition through the customer journey
A consumer lending review tested a new proposition through the customer journey and identified priorities for improvement.
Read the assignment →Choosing the relationship before designing the journey
Research identified a distinctive relationship opportunity; workshop models explored the choices, intermediary implications and capabilities it would involve.
Read the assignment →Would it help to talk it through?
Tell us where you are, what feels unclear and what you would like to achieve.