Brands that invest in understanding how customers interact with their products are able to build stronger connections with their customers. They can identify the key touch points along the customer journey to interact with customers, and they can make stronger activation plans because they know what their customers want.
Our approach to customer journey research blends qualitative and quantitative research to deliver a holistic view of the customer journey so brand teams can design interactions with customers that will build trust, foster loyalty, and support the growth objectives that keep their brand moving forward.
Are you connected with your customers? Insights can tell you what they want.
Path-to-purchase insights help teams build strategies that foster brand loyalty and sustainable growth through decision pathway analysis and collaborative approaches. Read more about ensuring your customer journey insights lead to increased loyalty.
Read more about the relationship between customer journey and brand loyalty.
When a competitor threatens market share, or customer preferences shift, customer journey research helps brand teams pivot to update touchpoints, communications, and positioning to impact new path-to-purchase trends.
Get additional tips on identifying and activating key touchpoints.
projects a year using immersive techniques + data science
quantitative surveys a year
qualitative sessions annually
countries of project experience
Watch this webinar replay to find out how Abbott Labs reaches deep to gain specific consumer insights to guide their planning.
There are three key elements your team should have in place prior to commissioning Customer Journey research:
Addressing these areas ensures your brand is well-prepared for effective customer journey research.
Read more about prepping for customer journey research.
Customer journey mapping helps us ensure that your brand is in the consideration set by providing a comprehensive understanding of customer behavior. It allows us to assess strengths and weaknesses, and identify market opportunities. This strategic insight is crucial for navigating the competitive landscape and effectively positioning your brand. Read more about customer journey mapping.
The research gives brand teams detailed insights into how customers interact with their products and services at various touchpoints. It examines factors such as price points, commitment levels, and influential touchpoints to deliver actionable strategies. By understanding the customer journey’s complexities, brands can identify critical moments and optimize their strategies to better align with customer needs, ultimately enhancing brand-consumer relationships and driving growth. This blog post provides additional information on the importance of customer insights.
We begin by understanding the different pathways customers take in engaging with your brand. This involves making a strong impression, being uniquely consistent, and maintaining credibility. By aligning your brand’s character and values with customer experiences, you can effectively nurture relationships as they evolve from initial engagement to long-term loyalty. Using insights from customer journey research, brands can craft stories, develop testimonials, and create visual cues that resonate with customer needs, ensuring meaningful interactions at every touchpoint. This approach helps foster deeper connections and sustain growth throughout the customer journey. Get more tips and specifics on bringing your brand to life.
It’s essential to understand and adapt to evolving customer needs and behaviors. This involves reassessing strategic objectives to align with customer priorities such as safety, corporate reputation, and societal engagement. A holistic approach to the customer journey provides a comprehensive view of customer behaviors and decision-making processes, enabling brands to tailor their messaging and interactions at every stage. By continuously evaluating and adapting to changes in customer priorities, brands can create relevant and meaningful interactions that foster trust, highlight value, and a positive customer experience across all touchpoints. Read more about the importance of touchpoints.
More than marketing, the research is allowing us to understand our customers at a deeper level and gives us the tools needed to provide them personal guidance towards their successful future.”
