21. August 2018
Take action with your customer-centred strategy
This is article 2 of 4 on how to create successful Customer Journey Mapping projects.
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The Newt Customer Experience Framework is a powerful, custom accelerator that lets you quickly identify untapped opportunities across your customers’ end-to-end journeys
The problem it solves
So often we see retailers struggle to turn research into actionable customer journey maps. End-to-end customer journeys and their related multichannel touchpoints are often complex and intertwined. This leaves most customer journey maps either over- simplified and unable to provide a clear direction, or so deeply detailed that teams can get lost in the weeds. Either way, the business is paralysed and unable to act.
A ground-breaking solution
The Newt Customer Journey Framework is a response to this problem. Developed in-house over the past four-years, the Newt Customer Journey Framework will fast track your innovation and success. Retailers such as Tesco have used it to great effect to identify new customer propositions and benchmark existing services over time.
Benefits
The Newt Customer Journey Framework enables you to:
Identify and drive consensus on the key opportunities to improve the customer experience and build customer satisfaction and loyalty
Link customer research and insights directly to opportunities, so your decisions can be clearly supported by evidence
Engage, excite and align stakeholders with innovative and interactive workshops throughout the project
Clearly guide your marketing and advertising strategy, pinpointing approaches to drive adoption, increase cross/up-sell and reduce costs
Build a differentiated customer comms plan with opportunities for personalisation based on deep insights into customer behaviours
Generate a customer-centred blueprint that puts digital first, and shows you where the biggest opportunities lie for your customers
Additional outcomes
The Newt Customer Experience Framework gives you a crystal clear view of your multichannel end-to-end customer journey, and captures the related rich research insights in an accessible, structured and flexible toolkit. Giving you the ability to examine your customer journeys at just the right level of detail. So you can easily spot new opportunities and gaps in your propositions and customer experience.
The Framework doesn’t stop there. It also gives you a set of innovative prioritisation lenses so you can objectively consider opportunities through commercial, customer, and competitive filters. This makes prioritising investment straightforward, as you and your stakeholders can easily agree on the best opportunities to cultivate, both in the short and long term.
Customer Experience Framework projects
Customer Experience Framework thinking
21. August 2018
Get internal alignment for your Customer Journey Map
This is article 1 of 4 on how to create successful Customer Journey Mapping projects.
Read More
28. November 2016
Create Customer Journey phases to improve your experience
Part 3 of 3: Customer Value Frameworks for Supermarket Retail.
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