Genroe’s Consultants have 20+ years of experience in all aspects of Customer Journey Mapping: research, analysis and implementation.
Since 2002, Genroe has been working alongside it’s clients to create great Customer Experiences:
At some stage every CX transformation needs to map the Customer Journey and Genroe has worked with dozens of organisations to create this critical document.
AccessPay is part of the listed company SmartGroup.
Through consistent focus, individual and team action AccessPay lifed it’s NPS from 15 to 53 in the two years from December of 2019 to September 2020.
Customer Journey Mapping outlines the steps of customer experience, from the customer’s perspective. With a good Customer Journey Map you can identify, understand and act on (improve) each aspect of the experience.
Genroe’s Customer Journey Mapping services help you to uncover and map:
Without a clear and well defined buyer personas, you can’t create accurate customer journeys.
Whereas, creating a customer experience that matches your customer personas drives customer satisfaction, loyalty and lower costs.
Genroe CX consultants help you identify and validate your buyer personas through customer research and analysis.
One of the Managing Directors, who is in his late 50s, said when we put CustomerGauge in his business: it’s the single most transformational thing he’s ever seen in his 30 years in leadership.
Documenting the Customer Journey is just the first step. Then you need to monitor and measure it to prioritise action and track progress.
As part of the Customer Journey Mapping process you need to implement systems to collect and manage information on the customer’s experience.
Genroe customer experience consultants can help you launch a B2B CX management system that’s best practice on day one.
Let’s chat about your business and what you’re looking to achieve in your customer experience journey.
Just honest to goodness advice.