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Customer Loyalty through Customer Journey Framework
Customer Loyalty through Customer Journey Framework
Customer Loyalty through Customer Journey Framework
The aim was to develop a comprehensive framework for evaluating and improving customer experience journeys across various touchpoints and channels.
The aim was to develop a comprehensive framework for evaluating and improving customer experience journeys across various touchpoints and channels.
The aim was to develop a comprehensive framework for evaluating and improving customer experience journeys across various touchpoints and channels.
Client
Client
Mulit-national corporation
Mulit-national corporation
Industry
IOT
Role
Role
Senior UX Designer
Senior UX Designer
Timeframe
Timeframe
Nov 2021 - Dec 2021
Nov 2021 - Dec 2021
Challenge
The challenge was to create a standardized framework that could effectively capture and analyze customer interactions at every stage of their journey, considering the diverse needs and preferences of different customer segments.
Results
Robust Evaluation Tool: The CEJ framework provided a structured approach for assessing customer experiences, allowing organizations to identify pain points and areas for improvement systematically.
20% Enhanced Customer Insights: By implementing the CEJ framework, companies gained deeper insights into customer behaviors, preferences, and pain points, enabling them to tailor their strategies and offerings more effectively.
Improved Decision-Making: The standardized evaluation process facilitated by the CEJ framework empowered organizations to make data-driven decisions aimed at optimizing customer journeys and enhancing overall satisfaction and loyalty.
Creation
Of Robust Evaluation Tool
Of Robust Evaluation Tool
20%
Enhanced Customer Insights
Enhanced Customer Insights
Priceless
Improved Decision-Making
Improved Decision-Making
Process
Process
Process
01
Introduction of CEJ Framework
Spearheaded the development of a Customer Journey Framework (CEJ) for a multinational corporation to enhance user experiences across digital platforms.
02
Collaborative Workshops
Organized and led collaborative workshops with cross-functional teams, including a UX Strategist, to identify critical "Make or Break" moments in the customer journey.
03
Persona and Scenario Development
Worked closely with stakeholders to craft personas and scenarios based on insights from user research and target audience analysis, ensuring alignment with strategic objectives.
04
Actionable Recommendations
Presented actionable recommendations derived from the CEJ Framework to top management and board members, emphasizing opportunities to optimize the customer journey and drive customer loyalty and conversion rates.
05
Practical Action Plan
Developed a practical action plan outlining next steps for implementing personalized experiences, with a focus on increasing customer loyalty and improving conversion rates.
01
Introduction of CEJ Framework
Spearheaded the development of a Customer Journey Framework (CEJ) for a multinational corporation to enhance user experiences across digital platforms.
02
Collaborative Workshops
Organized and led collaborative workshops with cross-functional teams, including a UX Strategist, to identify critical "Make or Break" moments in the customer journey.
03
Persona and Scenario Development
Worked closely with stakeholders to craft personas and scenarios based on insights from user research and target audience analysis, ensuring alignment with strategic objectives.
04
Actionable Recommendations
Presented actionable recommendations derived from the CEJ Framework to top management and board members, emphasizing opportunities to optimize the customer journey and drive customer loyalty and conversion rates.
05
Practical Action Plan
Developed a practical action plan outlining next steps for implementing personalized experiences, with a focus on increasing customer loyalty and improving conversion rates.
01
Introduction of CEJ Framework
Spearheaded the development of a Customer Journey Framework (CEJ) for a multinational corporation to enhance user experiences across digital platforms.
02
Collaborative Workshops
Organized and led collaborative workshops with cross-functional teams, including a UX Strategist, to identify critical "Make or Break" moments in the customer journey.
03
Persona and Scenario Development
Worked closely with stakeholders to craft personas and scenarios based on insights from user research and target audience analysis, ensuring alignment with strategic objectives.
04
Actionable Recommendations
Presented actionable recommendations derived from the CEJ Framework to top management and board members, emphasizing opportunities to optimize the customer journey and drive customer loyalty and conversion rates.
05
Practical Action Plan
Developed a practical action plan outlining next steps for implementing personalized experiences, with a focus on increasing customer loyalty and improving conversion rates.
01
Introduction of CEJ Framework
Spearheaded the development of a Customer Journey Framework (CEJ) for a multinational corporation to enhance user experiences across digital platforms.
02
Collaborative Workshops
Organized and led collaborative workshops with cross-functional teams, including a UX Strategist, to identify critical "Make or Break" moments in the customer journey.
03
Persona and Scenario Development
Worked closely with stakeholders to craft personas and scenarios based on insights from user research and target audience analysis, ensuring alignment with strategic objectives.
04
Actionable Recommendations
Presented actionable recommendations derived from the CEJ Framework to top management and board members, emphasizing opportunities to optimize the customer journey and drive customer loyalty and conversion rates.
05
Practical Action Plan
Developed a practical action plan outlining next steps for implementing personalized experiences, with a focus on increasing customer loyalty and improving conversion rates.
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Domenique Design. All rights reserved © 2024. Designed by Domenique Bullert.
Domenique Design. All rights reserved © 2024. Designed by Domenique Bullert.
Domenique Design. All rights reserved © 2024. Designed by Domenique Bullert.
Domenique Design. All rights reserved © 2024. Designed by Domenique Bullert.