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Customer Journey

Where are there opportunities to optimize how consumers buy and use your brand?

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Build empathy

A comprehensive customer journey allows you to see the entire experience consumers have with your product, service, or brand. Throughout the journey, we uncover the emotional highs and lows that consumers experience.

This valuable intel helps you understand consumers on a deeper, emotional level, and allows you to increase overall satisfaction and drive meaningful connections and loyalty.

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Influence decisions

We don’t just uncover the key touchpoints; we size them to determine which are most influential and have the biggest impact on your product, service, or brand.

Having an integrated qual and quant team allows us to first map the touchpoints and emotions along the journey and then validate and quantify them for you.

Woman online shopping

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 re-working the entire journey of how people buy.

Dig is a go-to insights partner for us. We have a core team who knows our business and reliably delivers actionable reports. They provide quick responses to our questions and help us put the data in the right context for our business needs.

Michelle Schmiesing

Consumer Insights, The Hershey Company

Customer journey done right

We combine qualitative and quantitative research to map the consumer journey, identify moments that matter, and develop a clear plan of action to grow your consumer base and business.

Align

We start by level setting project objectives and goals across our teams. This includes a review of past research to ensure we are building on what you already know, as well as stakeholder interviews to understand in-going hypotheses and opportunities.

Map

Customer journeys are messy. Now more than ever they are cross-channel and deeply intertwined, with multiple repeat touchpoints.

Using qualitative research, we go omnichannel to create a customer journey map that highlights the most crucial moments of the journey.

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Realign

The team reconnects to ensure that the customer journey map aligns with your business objectives and can be effectively applied across your organization.

Measure

Now we need to understand the size of the prize. This allows us to identify where to focus to enhance consumers’ experiences, influence their decision, and ultimately, grow your product, service or brand.

We use quantitative research to determine the frequency, sequence, and consumer satisfaction with each stage in the current journey.

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Act

We help you put the customer journey into action, immersing you and your team in insights that’ll inform future decisions and actions.

Align

We start by level setting project objectives and goals across our teams. This includes a review of past research to ensure we are building on what you already know and stakeholder interviews to understand in-going hypotheses and opportunities.

Map

Customer journeys are messy. Now more than ever they are cross-channel and deeply intertwined, with multiple repeat touchpoints.

Using qualitative research, we go omnichannel to create a customer journey map that highlights the most crucial moments of the journey.

Realign

The team reconnects to ensure that the customer journey map aligns with your business objectives and can be effectively applied across your organization.

Measure

Now we need to understand the size of the prize. This allows us to identify where to focus to enhance consumers’ experiences, influence their decision, and ultimately, grow your product, service or brand.

We use quantitative research to determine the frequency, sequence, and consumer 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 that’ll inform future decisions and actions.

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.  

Person holding a glass of wine in store

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.

Eric Chue

Insights Lead, Interac

Ready to start your journey?