Create powerful customer moments with journey maps.
Plan and understand customer touchpoints and operationally ensure a seamless customer experience.
Journey mapping is the process of visually illustrating customers’ processes, needs & perceptions throughout their interaction and relationship with an organization. It helps you understand the steps customers take – the ones you see, and don’t – when they interact with your business.
Create Powerful Moments that Matter
Customer journey mapping gets you thinking about the aspects of the journey you don’t see, but have equal weight and importance to the entire experience.
Enjoy our collaborative journey mapping experience
We leverage easy-to-use tools for journey mapping with real-time client collaboration. No matter the scale, iLoyal brings it all together for you and your team.
Why is customer journey mapping important?
Customer journey mapping is important because it is a strategic approach to better understanding customer expectations and is crucial for optimizing the customer experience. Expectations are changing for all businesses, regardless of size. Customers are demanding an omni-channel approach to customer service, marketing, and sales.
Higher sales conversion
Higher sales conversion
Contrast the customer experience desired by your customers against what they actually receive.
Improve customer retention
Improve customer retention
Understand the differences in buyer personas as they move from prospect to conversion through the buying funnel.
Find new opportunities
Find new opportunities
Optimize the customer on-boarding process and customize the customer journey for specific channels.
Map the Journey with Better Buyer Personas
The most important thing to remember when creating buyer personas is that you should never assume. Many so-called CX service providers go no further than discussions with your management team, leaving out customer-facing employees, and insights from customers.
iLoyal goes all the way – because having concrete data, rather than ‘educated-guess’ work, is paramount to making and saving revenues in the long run.
Are you new to Customer Experience (CX) marketing?
Leveraging the industry’s best CX technologies and decades of customer research excellence, iLoyal offers dynamic solutions for every organization wanting to deliver a better customer experience.
CX Strategy & Design
iLoyal collects information to help you understand customer perspectives and provides the tools and approach to successfully engage customers and employees with your brand.
Customer Journey Mapping
iLoyal provides you with a clear guide to visualize the customer journey, improve customer-brand touchpoints, and manage how physical and digital operations are connected.
CX Metrics & Guidance
We monitor every touchpoint along the customer journey, helping you achieve higher conversion, improve customer retention, and prioritize actions with the greatest impact on customer outcomes.