Our purchase journey approach uncovers critical ‘inflection points’ along the journey and identifies how to capitalize on them for a winning strategy. Because not all of your customers take the same path, we develop distinct journeys for different segments.
In categories that constantly evolve and/or hold potential for disruption, the customer journey is a valuable tool to give companies a more comprehensive view of the competitive context for their products & services. It can uncover hidden threats and unexpected opportunities to serve customers better and to manage their end-to-end customer experience.
We explore the journey through qualitative research and then validate it and size the stages and touchpoints through quantitative, so that you know what’s most important and how to impact customer decisions most effectively.