Customer Journey Audit
Customer Journey Audit – What it is
CJA is all about enhancing experiences of your group programme participants. It’s about making sure that at every step of their journey with you, they feel valued and taken care of. From the very moment they sign up for your programme, until after the programme is over, and beyond. Together, we’ll take your customers on an exciting journey they’ll be happy to talk about far and wide.
Customer Journey Audit is for you if:
You are a community manager / course creator / service provider and you care about enhancing your clients’ experiences.
You want:
- to improve your client retention
- to boost your customers’ loyalty
- to increase your customers lifetime value
- to turn your customers into your brand ambassadors
- to differentiate yourself from your competitors on the quality of experiences you provide
- to get new customers as a result of a positive word of mouth referrals from your existing clients
You care about:
- the quality of experiences you provide (this is becoming an ever more important differentiator when choosing between providers of similar programs)
- seeing things from your customers’ perspective and getting their feedback too (great marketing research tool, by the way)
CJA – What problems does it help to solve:
- customers who only buy once
- lack of connection with your programme participants
- customers who don’t leave testimonials
- the constant need to market to new customers
- struggle to differentiate yourself from your competitors
CJA – What’s included:
Reviewing & tightening up:
- your onboarding processes
- your customer care processes
- your community & engagement set-up
- your communication with programme participants before, during and after your programme
- your delivery on promises from your sales campaigns (e.g. bonuses offered)
- opportunities for participants to engage with you and with each other
- preparation of participants for your upsell offers and any additional follow-ups
- your set-up for gathering feedback / testimonials from your participants
As part of the Customer Journey Audit process, I’ll look through the above areas of your programme and based on the findings, I’ll provide detailed suggestions on how to improve and tighten up your processes.
I can also help you apply those suggestions in your business in case you don’t have the manpower to do so yourself.
Customer Journey Audit services starting from €250/audit
Ready to turn your programme attendees into your brand ambassadors?