What customers experience when they come into contact with your organisation matters, more and more. You only get one chance to make a first impression. And that’s exactly what Service Design does: ensures you make a good impression on your customer, worthy of your brand.
Mapping out your customers’ needs, wishes and aspirations – and linking them to your systems, culture, employees and data – clearly shows you how you can add value and create a customer experience that makes a good impression and is profitable. Both in the short and long term.
We start by mapping out the customer experience using customer journey mapping. We go through all the steps that a customer takes in their relationship with your organisation, and work out all the issues that matter. This method lets you visualise your customer’s needs, wishes and aspirations, and use them to detect any sticking points and possible improvements.
Involving your most important stakeholders in the creation of your customer experience paves the way for us to effectively convert the sticking points we detect into actual improvements. You can also choose to get extra help from goCX in the form of programme management or as a sparring partner. Whatever you decide, you’ll see the customer experience start to change almost immediately.
Discover the go CX Customer Journey Mapping 6D Method and get started building your own customer journeys in one day.
Learn to build your own customer journey
In the Customer Journey Mapping 6D Workshop, we immerse you in how customer journey mapping works exactly, and help you build your own customer journey.
Together with your colleagues
Sitting together with your colleagues around the drawing board helps you build broad support and arrive at a brand-worthy customer experience quickly.
Do you have everything you need in house, but not enough time to ensure your CX projects succeed? We recognise this problem, and fortunately also have a solution for it.
Acting on insights
We strongly believe that the insights gained and strategies developed are only useful when they’re acted upon. And our CX professionals are experts at this.
Interim professionals
Our interim professionals can fill a temporary gap in your organisation. Bringing a goCX professional on board means adding experience to accelerate finding pragmatic solutions.
Jean was raised on figures and the creative minds of marketing, putting him in an ideal position to ask exactly the right questions to make your customer experience profitable.
He earned his stripes working as an analyst, and later as a project manager on strategic projects, to take organisations to the next level. He then put this experience to good use making clear company strategies and implementing them. ‘Think deeply about your strategy and then implement it as if your life depends on it,’ is a typical quote from Jean.
Measuring your customers’ experiences throughout their journeys gives you real-time insights into where the best possibilities for optimisation lie.
Our software can analyse real-time and archived communications such as phone calls, chats, emails and social feeds. This enables you to gain valuable insights and increase the value that your employees deliver to customers, structurally improving your customer experience, Net Promoter Score, customer satisfaction score and operational efficiency.
Our platform uses its AI engine to convert spoken and written conversions into usable data:
We convert all this information into a dashboard so that you can see the status of your customer experience at a glance.
You can easily make your own customer journey measurable. Getting started is even simpler:
And we’re also proud of our interim professionals!
