Customer Journey

Customer Journey ― marketing research that helps to systematize customer experience and improve the effectiveness of marketing activities in order to increase conversion between transitions from one channel/point of contact to another and along the entire way.

Why use Customer Journey?

  • to systematize points and channels of contacts with potential and real customers

  • to study the client's choice of certain interaction options

  • to analyze the stages of interaction between the client and the company

  • to identify ways of increasing satisfaction and loyalty of current customers

  • to increase customer involvement in the process of interaction with the company

  • to reduce the loss of customers when they move from one point of contact to another

  • to develop the ways to "retain" customers along the entire path of interaction

  • to improve communication with customers and the quality of product or service

Advantages of using Customer Journey with us 

  • using a combination of polling and non-polling methods (web analytics data, customer databases, etc.)

  • as the result of the study you get a simple and understandable visualization of the way a consumer interacts with a product or service, displaying all stages, channels, drivers and barriers that arise at each of them

  • customer journey map is visualized by a professional designer in a pre-print layout

  • only effective practical recommendations to reduce barriers and increase customer motivation

  • organization of workshops to discuss the results with the client and jointly find the ways to solve the problems

The advantages of Customer Journey have already been appreciated by 

KPMG  Открытие брокер   Банк СИАБ   Logo_vostochniy_express_bank_2.png

Газпромбанк    Oliver Wyman   


Other study methods used by NAFI


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