Comma Consulting is a specialist consultancy in mapping out your end-to-end customer journeys, pinpointing customer-centric pain points, and delivering actionable improvements that boost satisfaction and loyalty.
With a sharp focus on digital channels—the largest and most impactful touchpoints for your business—this unlocks scalable, meaningful change where it matters most.
The Mapping the "3 Experience Pillars":
This journey mapping process is built on three proven “Experience Pillars”—the essential journeys people cherish when interacting with your brand:
#1. End-to-End Digital Journeys: Seamless digital experiences from discovery through to purchase are foundational. Comma Consulting optimises the end-to-end digital information gathering and online buying journeys to ensure customers enjoy frictionless interactions at every step.
#2. Post-Sale Experiences: From smooth, communicative delivery and hassle-free returns to convenient click-and-collect options, this is key to building customer trust and loyalty beyond the purchase moment.
#3. Customer Support: Responsive live chat, knowledgeable support teams, and efficient issue resolution are vital for addressing concerns and boosting satisfaction.
Nail these top three, and you unlock new opportunities for customer loyalty. Miss them, and all loyalty initiatives become a wasted effort.
In-store experiences remain a crucial touchpoint, but most retailers already have strong physical touchpoints in play. This customer journey mapping service enhances current physical experiences by honing in on the digital pillars that make the biggest difference.
Read on to learn more about how the customer experience journey mapping process works.
