Customer Journey Mapping

Optimize and improve the customer experience

A customer journey map is essential for optimizing and improving the customer experience. By applying the correct research you can get a visual perspective of how customers use the store and what their journey looks like.

Our research provides insightful data, including heat maps and journey flow, that allow you to see the physical journey of your customers. Are they able to access all areas of the store? Are your products and POS displays in the right place or are they hindering access? Do you have pinch points that prevent customers from accessing certain areas or are you replenishing stock at the wrong time?

With this information you can improve the customer experience in order to increase dwell time, drive more sales and ultimately improve loyalty.

Get in Touch

Customer Journey Mapping can help improve the customer experience by:

  • Producing accurate heat maps of the customer journey
  • Identifying pinch points between departments, aisles and displays
  • Understanding the most popular route around your store to maximize your POS
  • Making decisions┬áto improve the customer journey and increase dwell time

solutions

Customer Journey Mapping

Get in Touch

Our Latest Thinking

November sees a recovery in UK store footfall, but Black…

December 6, 2018 | By Ipsos Retail Performance

Continue Reading...

Black Friday footfall: the results

November 26, 2018 | By Ipsos Retail Performance

Continue Reading...

Black Friday versus Cyber Monday in Canada

November 23, 2018 | By Ipsos Retail Performance

Continue Reading...