Customer Journey
Understand the full purchase and usage journey to identify moments that matter where you can shift customer decisions in your favor.
Build Empathy
Customer journey allows you to see the entire experience customers have with your product, service, or brand. Throughout the journey, we uncover the emotional highs and lows customers experience.
This valuable intel helps you understand customers on a deeper, emotional level, and allows you to increase overall satisfaction and drive loyalty from the meaningful connections made.
Influence Decisions
We don’t just uncover the key touchpoints; we size them to determine which are most influential and can have the biggest impact on your product, service, or brand.
Having one integrated qual and quant team allows us to first map the touchpoints and emotions along the journey – and then validate and size them.
Inform Strategies
Customer journey allows you to understand where you should advertise, how you should communicate , how you can make buying easier, and what you need to deliver to drive loyalty, retention and recommendations.
The results range from tactical, like changing the location of the checkout button when shopping online, to strategic, like reworking the entire journey for how people buy.
Dig has become an invaluable partner across so many aspects of our business – and especially for our global team. We’ve worked with Dig on some of our most pressing and strategic customer problems to solve and they truly partner in finding real, workable solutions that connect insight to strategy. Dig goes beyond giving us the data and even the “why,” they are our partners in the “so what” for our business.
Customer Journey Done Right
A multi-phased approach, combining qualitative and quantitative research to map the customer journey, identify the moments that matter, and develop a clear plan of action to grow your customers and business.
Align
We start with a clear understanding of project objectives and goals with your team. A review of past research ensures we are building on what you already know.
Stakeholder interviews ensure that we understand in-going hypotheses, guardrails, and opportunities for the initiative.
Map
Customer journeys are not linear and can be messy. They are often intertwined, cross multiple channels, and can repeat touchpoints.
Using qualitative research, we uncover the omnichannel touchpoints to create a customer journey map that highlights the moments that matter and influence customer decisions.
Realign
The team reconnects to ensure that the customer journey map aligns with business objectives across stakeholders and can be applied throughout your organization.
Measure
We now need to size the prize and identify where to focus to enhance customers’ experiences, influence their decision, and ultimately, grow your product, service or brand.
We use quantitative research to determine the frequency, sequence, and customer satisfaction with each stage in the current journey.
Act
We help you put the customer journey into action, immersing you and your team in insights and understanding to inform future decisions and action.
Dig is always willing and able to bring different methodologies to the table, especially creative methodologies, to help us solve a problem. It isn’t a ‘product shop’, we work with Dig for bespoke solutions that are customized to our needs.
CASE STUDY
How we helped a beverage retailer understand and improve their customer’s brand experience
Specific goals of the research were to update and validate their knowledge of the shopper experience at their stores, discover pain points that needed to be addressed, and explore shopper perceptions of potential new services that could be offered.
Speak to an expert