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Customer Journey mapping

Bring your customers to life and offer your employees real insight into your customers’ thoughts, feelings and interactions with your business.

As well as understanding themes which are common across groups of customers, qualitative research is the best way to bring customers to life in vivid detail, understanding their individual emotions, context, and decision-making.

If you'd like to find out more about our approach, download our 'Approach to Customer Journey Mapping' PDF below, or get in touch to see how we can help.

You need this if:

You want to understand how customers see the end-to-end experience, establish the key moments of truth, and explore what shapes customer emotions as they go through their experience. Journey mapping ties together insight and service design to help you shape better experiences.

If you would like to learn more, our customer journey mapping online course will take you step by step through planning, developing, using, and communicating your customer journey maps.

What we do:

Our gold standard approach to mapping the customer journey involves five key parts: Immersion / Discovery, Explore & Understand, The Internal View, Measure & Track and Graphic Design.

However we can manage any or all aspects of your customer journey mapping programme such as…

Qualitative research

Quantitative research

Facilitation/service design

Storytelling & Culture change

Training

If you'd like to find out more about our approach download our 'Approach to Customer Journey Mapping' PDF.

Download Our Approach PDF

Prioritise customers’ feelings from end to end.

What you get:

: Dedicated Account Manager
TLF Research expert to project manage and guide you through the customer journey mapping process from start to finish.
: Qualitative Customer Journey Maps
Engaging customer journey maps which highlight what really matters to your customers when interacting to with your business.
: Customer Personas
Bring your customers to life with profiles of your key audiences.
: Reporting and Recommendations
Clear and focused analysis of the customer journey and recommendations for improvement.
: Actionable outputs
Tools such as Service Blueprints will help to map the customer view to your internal process view.
: Engaging deliverables
Our creative team will help to bring your journey to life for colleagues.

Customer Journey Mapping Training

Training Course

In-House Training - Customer Journey Mapping

Customer Journey Mapping is a useful tool that can bring together customer research and insight, service design, and pro...

Training Course

Customer Journey Mapping - On-Demand Course

Customer Journey Mapping is a useful tool that can bring together customer research and insight, service design, and pro...

Get in touch

Get in touch to find out more about customer stories and how we can help you gain an in-depth understanding of your customers today.

Customer Journey Mapping Webinars

Webinar

User Stories And Customer Journey Mapping

This is one of our most popular training subjects and helps you understand how things look from your customers’ point of...

Webinar

B2B Customer Journey Mapping

Journey mapping is an important task to undertake for both B2C and B2B customers, but the outputs for these 2 groups wil...

Customer Journey Mapping Infographic Examples

News & Opinion

The Complaints Customer Journey Infographic

You can't please everyone all of the time and the complaints process is an essential customer touchpoint to maintain control over. This example infographic highlights the key stages of the complaints journey, pain points and customer satisfaction levels throughout.

News & Opinion

Good vs Bad Journeys - What Makes a Difference?

Infographics can be used to display a range of information and here we have a customer journey mapping example highlighting the key differences between a positive and negative experience.

News & Opinion

Student Enrolment Journey Infographic

Using infographics combined with journey mapping research can help you visualise how customers feel about, and interact with your business processes. This example infographic shows how mapping customer research to the key touchpoints of a student enrolment journey can really brin...

News & Opinion

Customer Journey Dashboard - Example Infographic

Infographics can be used to display a range of information. Here we have a customer journey dashboard example for high risk customers. This example includes a range of key metrics and priorities for improvement.

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Training Course

Customer Journey Mapping - On-Demand Course

Customer Journey Mapping is a useful tool that can bring together customer research and insight, service design, and process improvement. This course will give you the knowledge and skills you need to use journey mapping in your own organisation.

Customer Insight Magazine

Created and published in house, Customer Insight magazine is a home for longer features, case studies, and latest thinking on customer experience and insight. All designed to inform, stimulate, and sometimes to provoke. We hope you enjoy reading it as much as we do creating it!

Podcast

Online Customer Journey Mapping Course

At the beginning of 2021 we launched a new online course taking participants step by step through the always-popular topic of Customer Journey Mapping. In this episode Greg quizzes Stephen about what the course covers, what learners can expect, and why we created the course.

Magazine