Customer journey analytics & mapping tools
Join the dots on your customer journeys
You and your customers have history. You might have met once, twice, dozens of times. They know that, but do you? Map customer journeys to know them better, and make the most out of every encounter.
Why customer journeys matter
Happy customers
Unless you know your relationship history, you’re going to treat your customer like a stranger. It’s frustrating from a friend, and it’s frustrating from a brand.
Know what’s next
Stay one step ahead of your customers. Predict their next move so you can do something about it.
Spot pain points and magic moments
Highs, lows, opportunities – see all the big moments on your customer journey.
Put customers front and center
Make it easy for the people in your organization to think about, and care about, how customers feel when they meet your brand.
How Forsta helps you
map customer journeys
THE DIRECTION
Step 1: Align it
We sit down with the biggest players in your organization, and quiz them on what they’re trying to do, and why. Then we draft a customer journey. Think of it as the pencil sketch.
THE REFINEMENT
Step 2: Explore it
We get 12-15 customer experts in a room. They spend a day refining the draft journey – working out where the big moments are, and what we can do to make every step sing.
THE STRESS TEST
Step 3: Prove it
A mix of qualitative and quantitative research – things like surveys, interviews, and focus groups – helps us work out where we’re on the money, and where we’re missing the mark.
THE FINISHED JOURNEY
Step 4: Connect and monitor it
Our report shows you each step your customer takes, and what it means. We suggest ways to improve their journey: what to start, stop, and keep up. We’ll give you a plan to make it happen, and monitor so you know what’s working.
CASE STUDY
“After the success we’d already had with our program, the logical next step was to harness text analytics to get a deeper understanding of the customer journey. Most importantly, it would enable us to find clarity amongst the noise created by so much data and provide a curated view for our users who are not data analysts. Being able to get them the insight that is relevant to them was the ultimate objective.”
Greg Christopher, Performance Insight Manager, RS Component
