Client Journey Mapping
Improving client experience leads not only to increased client satisfaction and loyalty, but also to enhanced financial performance and a better engaged workforce. Projects designed to improve customer experience typically achieve revenue growth of up to 10% and a reduction in the cost of delivery of up to 25%.
An invaluable tool for supporting and deepening your client insight programme
A client journey map helps identify where your firm can add greater value to the client experience and improve internal process efficiency. Taking a dual focus on value and process will ensure people in your firm prioritise their efforts on activities that deliver optimal service and delight clients in a way that generates higher profitability.
Put simply, client journey mapping helps you to identify sources of friction at each stage of a client relationship, distil best practices to address these pain points, and undercover areas where client delivery processes can be standardised.
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