If you’re looking for expertise and support with customer journeys, then you’re in the right place. Our clients come to us at many different starting points and with a range of different business challenges. Our approach spans from mapping out ‘as is’ journeys, through to identifying solutions to optimise and planning for change. Our end goal is not to create pretty journey maps for our clients. It’s about equipping clients to use the customer journey as an actionable tool across the business.
How we help:
INTERNAL / BUSINESS ALIGNMENT
◗ We know there are issues with the current journey but how can we address these internally?
◗ How do we reach a consensus and create a more collaborative way of working together end-to-end?
OPERATIONAL / COMMERCIAL EFFICIENCIES
◗ How can we identify opportunities to streamline, remove duplication and avoid wastage across the journey?
◗ Where is there drop out what is causing this and how can we reduce?
CUSTOMER EXPERIENCE OPTIMISATION
◗ We have an internal view of the journey, but what do customers really think?
◗ Where and how do we prioritise improvements?
◗ What should the future ‘to be’ customer experience look like and how do we close the gaps?
MARKETING / CHANNEL STRATEGY
◗ How do our customers shop?
◗ How do they use and move between channels?
◗ Where might self-serve be most relevant? How could through digital?
PRODUCT / PROPOSITION DEVELOPMENT
◗ We have a brand new idea / product / service - what should the ‘to be’ experience look like?
◗ How do we differentiate and futureproof the CX?
CRM / COMMS STRATEGY
◗ When and where across customer journey should we be engaging and communicating with our customers?
◗ How and in what way?
◗ How might this influence choice of a new CRM system?
“As part of our marketing strategy, a number of projects were identified to ensure success with major business growth plans. After undertaking our own basic customer journey mapping exercise in-house, we realised we needed external support.
Lens’ approach was fresh and from a completely different angle than that which we used when completing our in-house mapping exercise. They built full day programmes for teams from around the business to map an often complex journey into something that was logical and most importantly, from the customer perspective. Not only did they manage to do this successfully for those present on the day, but they worked with us to ensure we were able to engage senior leaders of the business.
The mapping exercise highlighted all our key ‘Moments of Truth’ and opportunity areas and sparked debate in a really constructive, open forum. The work has given us a sounding board of the customer to constantly validate and question work against, thanks to the lens work of breaking it down into a framework we can use and drive action from.”
-Marketing Manager, ATS Euromaster