Customer Experience Map
Our customer experience maps are consumer-centric views of the brand ecosystem. They serve as powerful visual tools to gain a bird’s-eye view of the points of interaction of the customers with the brand, the environment, and other people - collectively known as brand touch points - and their impacts on customer experience throughout the journey.
Our CX maps are different from what most people are used to. We capture all the essential details. We don’t chart a few dozens or so touch points and pain points. Because our maps are comprehensive, they are over 17-feet long and contain north of 200 touch points and pain points and moments of truth. We also use advanced interactive digital media to present the CX maps and its unrivaled findings to our clients.
For a typical map, using our state-of-the-art technology, we collect millions of consumer data points and map them into hundreds of touch points and plot their interactions. The insights provided by these dynamic maps empower clients to significantly enrich customer experience through introduction of new experience packages.
The unexpected consumer insights and latent needs identified during this process allow our clients to gain substantial competitive advantage by expanding into unchartered territories in the minds of consumers and utilize choice architecture to identify pathways to increase customer loyalty.
Social Influence Maps
Social influence maps are visual tools to identify the dynamics of external and internal forces and associations that influence the consumers. These maps serve as powerful tools to visualize the decision making process along with its complex network of influencing factors.
For a typical map, using advanced natural language processing and network analysis algorithms, we capture millions of data points to plot the flow of influence from information channels and reference groups on the state of the mind of the consumers.
The insights enable our clients to identify the critical points where and why consumers choose to opt-out. As a result, our clients are empowered to calibrate their marketing efforts to reduce consumers’ cognitive strains and mental taxing efforts during decision making process.
Moreover, these maps enable our clients to visually consider the entire ecosystem and manage the flow of relevant information to help consumers make better decisions.
Path to Purchase Models
The consumer market is more fragmented than ever. There are myriad of digital devices and information channels. There are many distractions. Consumers are only just a few clicks away from competitors. Regardless that you are an omni-channel brick-and-mortar store or an online pure play retailer, having a frictionless and cohesive path to purchase has become necessary.
Our path to purchase models are informed based on the data collected about the experiences of our client’s target market. These models empower our clients to refine their offers to be more in-sync with the behaviors of the target market, resonate with the consumers, enhance their experience, and increase repeat purchase.
Using state-of-the-art technologies, we collect millions of consumer data points and divide the market into strategic, sizeable, and marketable segments based on the personality, lifestyles, behaviors, and preferences of the consumers.
These insights are shared with the clients through annotated semantic maps which visually reveal the conscious and subconscious associations that the consumers have developed with the brands and products of our clients or their competitors.
Through this process, we also identify strategic outliers whose unmet needs can be satisfied profitably. This allows our clients to optimize their product development, advertising, and branding efforts to increase their market share, revenue, or profit.