Customer journey mapping is by far the most effective tool to enhance your customer experience. Understanding the customer journey in depth helps you identify and take action on customer pain points and repeat what’s working.

Outlining the potential customer journeys your audience might go through requires a process called customer journey mapping, for which you can consult a specialist like Abner.

Evaluate CES

Customer Effort Score (CES) is a metric that reflects the amount of effort a customer exert to use a product or service, or get an issue resolved.

Visual Representation

Understand the steps customers take – the
ones you see, and don’t – when they interact with your business.

Customer Touch Points

Map and identify all direct or indirect contact a customer has with a brand from start to finish.

Mystery Shopping

Trained individuals to act as secret shoppers in order to gather information about the quality of customer service.

Bottleneck Analysis

Lean management tool that looks at process areas causing the workflow to become backed up or slower than it should be, to mitigate them.