Customer Journey Case Studies

What our clients have learned from journey mapping

See how our proprietary journey mapping process has helped companies like yours turn complex business problems into customer-centric solutions that increase loyalty and ROI.

The YMCA of the Greater Twin Cities, the fourth- largest Y association in the world, knew it earned high marks for programming and service overall, but recognized that its customers would be more likely to thrive, and maintain their memberships, if it learned more about the early stages of their wellness journeys. What led people to join the Y? What were their needs and expectations? What more could the Y be doing to encourage them?

In B2B transactions with large companies, it’s all too easy to forget that no matter how big (or even faceless) a company might seem, individual decisions are still made by individuals, just as surely as if it were a mom-and-pop shop up the street. Journey mapping is the perfect tool to explore the thoughts, feelings, and motivations of those individuals, to boost sales and enhance business relationships.

“If we don’t make them successful in their first year, then we have failed. But if they’re seeing value and ROI from the solution during that first year, it significantly increases their likelihood to renew.” – Karin Moffett, VP of Customer Care

Journey maps are extremely valuable tools. They provide key insights into the thoughts and feelings of customers during their interactions with your company, and they point the way toward cost-effective solutions to problem areas. But like any tool, they won’t do you much good if you take them home and stash them in a drawer.

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Customer Journey Case Studies

What our clients have learned from journey mapping

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