Viper Marketing & Communications Group

Customer Journey Product Launch

Viper Case Study

The Brief

What do your customers encounter on their journey through your service? Does the reality match your perception? Viper Marketing Ltd can map your customers journey and provide you with solutions to make the experience as positive as possible.

A recent blog talked about Viper's Customer Journey product. The interest generated from that showed that we needed to reveal a working example. The example here looks at a booking process for a particular service. Three steps, call, book, receive confirmation. It wasn't broken, customers are making bookings all the time but we knew we could improve the process for the customer.

You can make 100% improvement on your service or product, break each step down and improve it by 1%.

The Solution

The benefits to you, your product or service of reviewing your customer's journey are:

• Challenge perception with reality. Change ingrained practices with impartial, documented evidence of what’s really happening
• Innovate and develop your products or services based on real customer needs
• Create a journey the sets your organisation apart and delivers your business plan
• Important tool for better internal communication in your organisation
• A documented audit of your holistic communication

The Result

The Customer Journey identified all the steps, 10 in reality compared to the perceived 3 and recommends discrete changes that amount to a 16% improvement on the customers' journey. The relatively small improvements are easy to achieve delivering quick results. However it does reveal larger issues, again the process breaks them down into manageable chunks that can be achieved. Real value. In this example we achieved a 16% improvement on a process that 'wasn't broken'.

We can help you improve your customers' journey. If you would like to know more we'd like to talk to you, email us here