Customer Journey Mapping Consulting Services

Genroe’s Consultants have 20+ years of experience in all aspects of Customer Journey  Mapping: research, analysis and implementation. 

Great Customer Experiences Start with Great Customer Journey Maps

Since 2002, Genroe has been working alongside it’s clients to create great Customer Experiences

  • Helping them to understand deeply what’s important to their customers, 
  • Supporting them to drive that understanding deep into organisation; 
  • Building processes to diagnose root causes and makes changes to CX today and tomorrow.

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.

Client CX Success : AccessPay Lifts NPS from 15 to 50 in 2 Years

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.

Read the full AccessPay Case Study >>

Customer Journey Mapping

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:

Example Customer Journey Map

Free Download

Download: The Definitive Guide to B2B Customer Experience

Buyer Persona Development

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.

Jeff McLean
COO & Director

Customer Journey Data Collection System

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 Talk Customer Experience

Let’s chat about your business and what you’re looking to achieve in your customer experience journey. 

No obligation. 

No pressure. 

Just honest to goodness advice.

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