Topics

The methodology gives business leaders the knowledge to design and calibrate the customer journey.

Objectives

• A structured methodology allows you to identify customer needs, wants and behaviors at each stage of the customer journey, making it easier to design lower-friction experiences.
• Understanding and measuring each stage of the funnel (awareness, consideration, conversion, loyalty) helps to detect where leads are being lost and what actions to take to maximize performance.
• Calibrating the journey ensures that every touch point is relevant, enjoyable and frictionless, fostering satisfaction and loyalty.
• The methodology allows the collection of key metrics providing the quantitative basis for strategic decisions.
• Companies that design outstanding journeys differentiate themselves from their competitors, gaining preference in saturated markets.
• Optimizing the journey allows eliminating inefficient or redundant processes, maximizing the return on investment in marketing and service.
• The leader is no good if he fails to convey his ideas and instructions clearly.

Deliverable

• Blind Side delivers a methodological document that allows for understanding and transmission of ideas.

Duration

• Deadline of 3 weeks

How are the sessions conducted?

1. Initial data collection and brainstorming session.
2. Conference call for Q&A and fine-tuning.
3. Delivery, explanation and knowledge transfer meeting.