CUSTOMER
JOURNEY
MAPPING
Before committing to our services, we kindly request that you review our terms of engagement for a clear understanding of our mutual expectations and obligations.
At Social Star, we believe that understanding your customers’ journey is the key to creating exceptional experiences that drive loyalty and growth. Our Customer Journey Mapping service provides you with a comprehensive view of your customer's interactions with your brand, from initial awareness to post-purchase engagement. Further to the customer, it also helps identify internal operational challenges and identifies ways to improve processes and create greater efficiencies - saving time and money, as well as keeping staff happy.
With our expertise in marketing and branding and human-centred design, we help you identify critical touchpoints and optimise them to meet your customers’ needs and expectations. Whether you're looking to enhance customer satisfaction, streamline your processes, or boost conversion rates, our Customer Journey Mapping service equips you with the insights needed to make informed, strategic decisions.
Here is a high-level overview of our engagement process:
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We begin with a comprehensive workshop to understand your business, goals, and customer experience challenges. This session helps us align with your team, gather insights, and prepare for the project by engaging stakeholders and understanding their expectations. We highly recommend this workshop as it introduces our methodologies and allows us to create a comprehensive customer journey map that meets desired outcomes and success metrics in collaboration with your team.
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At this stage, we prioritise a human-centric approach, focusing on understanding your target customers' challenges, processes, and the broader context that shapes their experiences. We engage directly with your customers and employees through interviews to gain deep insights into their needs, aspirations, and interactions. This approach allows us to uncover meaningful opportunities and effectively address their concerns.
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During this stage, we develop comprehensive customer personas based on insights gathered in the discovery phase. These personas help us deeply understand the challenges and opportunities faced by different user segments. By aligning our findings with these personas, we precisely define the problem statement to ensure it accurately reflects the diverse needs and pain points identified. This approach ensures effective alignment with your business objectives and desired outcomes.
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During this stage, we implement Customer Journey Mapping (CJM) using insights from customer personas and the defined problem statement. We create user stories to capture specific scenarios and goals from your customers’ perspectives. These stories guide the development of detailed journey maps that visualise the entire customer experience across your website, social media, and newsletters. These maps highlight critical interactions and opportunities for improvement aligned with your business objectives and outcomes.
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Following the CJM development, we proceed with designing and delivering improvements to the customer journey. This involves implementing strategies and enhancements identified during mapping to enhance customer experience across all touchpoints. Throughout this process, we measure the impact of our work to ensure alignment with your business goals and continuous improvement.
MEET THE TEAM
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Chief Operating Officer
With over 15 years of experience working in design, digital and innovation; Tish has led award-winning Human-Centered Design Thinking and Innovation programs that help transform teams and businesses.
Her strengths lie in deeply understanding customer needs through co-design workshops and creative problem-solving to create human-centred services/solutions and turn them into reality. The goal is to ultimately improve people’s experience by deeply understanding what matters to them.
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Marketing Coordinator
Graduating with honours from The University of Melbourne with a Master of Digital Marketing, Pearly achieved 2nd place in the Customer Experience Design course for her innovative teamwork on the Apple x Telehealth Services for Women's Health.
Her expertise involves data collection and analysis to uncover valuable insights, facilitating the creation of detailed customer profiles that deepen understanding of client behaviours, needs, and preferences. This process aims to tailor experiences and enhance interactions for optimal client satisfaction.
Contact us.
Let's discuss how Customer Journey Mapping can benefit your business. Complete the form.
FAQ
For customers who are considering our Customer Journey Mapping (CJM) service, this FAQ section will address your most common questions.
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Customer Journey Mapping (CJM) is a strategic tool that visualises the entire experience a customer has with your brand across various touchpoints. It helps us understand and optimise every interaction, from initial awareness to post-purchase support, enhancing customer satisfaction and loyalty while identifying opportunities for improvement in operational efficiency.
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CJM can be tailored to address the unique challenges of your industry, whether it's enhancing client relationships in consulting, improving service delivery in legal practices, or streamlining financial transactions. By mapping out customer interactions, we can pinpoint areas for enhancement that align with your business goals.
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The timeline for CJM projects varies based on complexity and scope. Typically, it can range from a few weeks for simpler projects to a few months for comprehensive CJM initiatives. We ensure thorough analysis and strategic planning to deliver actionable insights within agreed timelines.
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You can expect deliverables including:
Detailed customer personas outlining key characteristics and behaviours.
Comprehensive Customer Journey Maps visualising each touchpoint and customer interaction.
Actionable recommendations for improving customer experience and operational processes.
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Yes, CJM is designed to enhance customer retention and conversion rates by identifying pain points and optimising interactions at critical stages of the customer journey. This leads to more satisfied customers who are likely to return and recommend your services.
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Your involvement is crucial for the success of the CJM process. We collaborate closely with your team to gather insights, validate findings, and ensure that the CJM aligns with your brand's values and customer expectations. Regular feedback and data sharing help us tailor solutions effectively.