Customer journey mapping, if properly implemented, can be the key to creating a customer-centric culture at your organization.
Hackensack, NJ (PRWEB) December 16, 2014
Strativity Group, a global customer experience transformation firm, is listed as a “Research and Persona Creation Specialist” in the December 2014 Forrester Research, Inc. report, “Getting Help with Customer Journey Maps."
The report cites an example that we believe reflects the results of Strativity’s Experience 360® methodology, which includes experience gap analysis mapping and moment-of-truth touchpoint and driver analysis.
The report states: “…when Strativity worked with a leading natural gas provider, it was only after speaking with employees that it found a disconnect. Senior leaders believed that they had clearly articulated a value proposition that justified charging premium prices, but employees didn’t know how to justify those prices in the marketplace. The result? Employees can better explain product differentiators to customers, and, ultimately, NPS went from -30 to 54 in 12 months.”
"At Strativity Group, we believe it is critical that experience assessments include both the customer and employee perspectives,” says Strativity President, Lior Arussy. “Customer journey mapping, if properly implemented, can be the key to creating a customer-centric culture at your organization.”
For more information about Strativity's research and consulting services, contact info(at)strativity(dot)com, 201-808-8500.
About Strativity Group, Inc.
Strativity Group, Inc. is a global Customer Experience transformation firm. We define success by a single word: EXECUTION. Our holistic, integrated approach is unique and allows us to deliver exceptional performance, experiences and results for our clients. Our work spans multiple industries with clients that include: FedEx, Royal Mail, Mercedes-Benz, Capital One, Sage, and more. We have conducted over 150 transformation projects, impacting an estimated 220 million customers and 375,000 employees in 21 countries. For more information, visit http://www.strativity.com.