Customer Journey program

Higher conversion and retention by aligning teams around the customer journey

Customer Journey program

As most business models become increasingly customer-centric, aligning different teams and departments around a shared vision and framework becomes essential. The Customer Experience seems to be a prime candidate for this role, especially when using a customer journey.

Gaps between phases of the customer journey, caused by insufficient communication/process, often indicate the root causes of churn rate and customer retention. In this program, we combine behavioral insights with facilitating sessions to align your teams and departments around your unique Journey-centric Customer Experience.

Why Journey-centric Customer Experience?

What are the benefits of aligning your teams around the customer journey?

Customer retention

Conversion

Collaboration

Innovation

The Business Case for Customer Journey

Organizations like Ikea and Nissan have invested in a journey-centric customer experience in order to grow their customer base, reduce costs, and boost retention. They have demonstrated that, by placing the customer journey at the heart of business strategy, more value can be delivered to customers faster.

Depending on your unique situation and needs, we will identify, design, and implement a customer journey transformation that will most directly impact the metrics and goals you want to achieve.

Customer Journey program business case and impact Neurofied

Our change methodology

As with any impactful organizational change, Customer Journey initiatives benefit strongly from a behaviorally informed approach. This is where our evidence-based, design-led methodology comes in:

  • 1. Behavioral Strategy: We co-create a clear plan of action informed by brain & behavior insights to map the goal, scope, priorities, risks, and metrics.

  • 2. Behavioral Insights: We identify the changes needed to drive a collective focus on Customer Experience through interviews and behavioral research.

  • 3. Behavioral Design: We design a set of science-backed interventions that will help you achieve the desired changes in people and systems.

  • 4. Behavioral Change: We ensure positive, effective, and lasting adoption of the journey-centric Customer Experience focus across all teams.

Neurofied Methodology - Behavioral Strategy, Insights, Design, and Change

Customer Journey program FAQ

To effectively align your teams around your customer journey, we designed a 3-month program in which we help you from start (change strategy) to finish (implementation & hand-over). Here are answers to some of your most frequently asked questions.

What does this program look like?

Over 3 months, we work with your project team to drive a collective focus on journey-centric customer experience through our methodology:

  1. Behavioral Strategy (week 1-2)
    We assemble the project team, define the change strategy, identify success and risk factors, map key metrics, and kick-start the project.
  2. Behavioral Insights (week 3-4)
    We facilitate deep dives with your Business Units, perform a behavioral analysis, and adapt our change strategy to the collected insights.
  3. Behavioral Design (week 5-6)
    We design evidence-based change interventions for increasing collaboration among your teams with journey-centric thinking.
  4. Behavioral Change (week 7-12)
    The second half is all about implementing, measuring, optimizing, and scaling an effective and lasting focus on customer journey.
What are the deliverables?

At the end of these three months, you will have…

  • a Journey-centric transformation strategy uniquely for your organization.
  • Key metrics to measure the effectiveness of this initiative
  • a map of behaviorally informed risks and opportunities
  • a collection of Journey-centric change interventions
  • aligned and engaged stakeholders customer-facing teams
  • framework for an integrated end-to-end customer journey
  • journey-centric operating model for customer experience
  • an executive briefing and proper hand-over to project team
Who will we work with?

Our Customer Journey program is always led by a senior behavioral expert and change consultant, backed by our research and operations team. This approach allows us to provide you with a dedicated contact, specialize the roles in our team, and increase our workload capacity when necessary.

Over the years, we also built a strong network of experienced partners in areas like change management, learning & development, data analysis, and much more. When your situation requires specialized expertise, we can introduce you to quality professionals we’ve worked with before.

What exactly are change interventions?

Behavioral scientists refer to interventions as a method of changing behavior for the better. We have collected hundreds of science-backed interventions and use frameworks like priorities-habits-systems and COM-B to pick them most effective interventions.

The perfect intervention is low effort, high impact, and clearly measurable in results. Here are some examples of journey-centric transformation interventions

  • Journey-mapping workshops in which cross-functional stakeholder groups align on the desired vision and strategy for customer experience
  • Role modelling at leadership level to showcase and communicate journey-centrism throughout your organization
  • System-in-a-room session where stakeholders on all levels engage in dialogue, discussion, decision-making, and designing a journey-centric operating model
Are there any requirements?

To effectively drive this Customer Journey program, we have learned that a few elements have to be present, which we can help you set up:

  • executive buy-in
  • steering commission
  • project group
  • sound boarding group
What is the price of this program?

Our team reserves a total of 168 hours for an average of 56 hours per month, which can also be spread over a longer timeline. We can offer this program for €19,995.- excl. VAT which includes all outlined activities and deliverables in all four phases.

What our clients think

  • Marthe Huigens

    Strategy & Innovation Manager @ PVH Europe

    “The value of Neurofied lies in their ability to create a safe environment that helps all voices to be heard. Their genuine care for the individual made collaboration easy for all stakeholders. From the get-go they really tried to understand the organization, the underlying politics and the intangible elements within the Global Support Plan.”

  • Sandra Rademaker - Neurofied Essent

    Sandra Rademaker

    Compensation & Benefits Specialist @ Essent

    “In designing sessions with employees about a growth mindset, Neurofied has shown that they can quickly switch and deliver, think along and adapt their approach based on what is needed and asked, and also with knowledge and sharp insights from behavioral psychology and neuroscience. possess. Moreover, Philip is a passionate speaker who knows how to convince with substance.”

  • Lorien Verachtert

    Lorien Verachtert

    Communication Strategist @ LDV United

    “Neurofied helped me build the bridge between theory and practice. The knowledge I possess now makes me more credible. It gives me the tools to back-up and substantiate my ideas.”

  • Marius Boer

    Head of Support @ PVH Europe

    “Blending brain and behavior with practical application is the game changer. They managed to take people along on the journey. When the going got even tougher they stepped up to drive success.”

  • Stefan Sprangers

    Online Data Analyst @ KPN

    “Neurofied gave us insights into clearly defining our key KPI to prevent bias from entering the analysis. We also learned how to better structure our learnings.”

  • Bas van de Pol

    Bas van de Pol

    Global Director Conversion Optimization @ Adidas

    “Very impressed by Neurofied’s knowledge regarding cognitive biases and their application in CRO.

  • Ren Yee UNSense Neurofied

    Ren Yee

    Director of Design & Strategy @ UNSense

    “We have had the pleasure to collaborate with Neurofied on pushing the boundaries of spatial design and cognition, by combining our knowledge and design/analytical tools of architecture, digital service design, cognitive psychology and neuroscience. We believe that these interdisciplinary collaboration will deliver better human-centric design for our built and digital environment”

    Get started with our Quickscan

    If our program is too big a first step, you can also involve us for a 20-hour consulting project in which we analyze your organization and formulate a plan to implement a shared focus on your customer journey.

    ✔️ Kick-off & alignments with your team so you can see how behavioral insights directly drive change
    ✔️ Stakeholder interviews and process/documentation analysis
    ✔️ Reporting key insights and optimization plan with low effort, high impact strategies and tactics for better results
    ✔️ Delivery and hand-over

    Our Quickscan is €2700 excl. VAT and we will discuss your ideal outcome and deliverables before the kick-off sprint.

    A selection of our proud clients

    Neurofied clients cases: Tesla, Adidas, Bol, KLM, KPN, KWF, UNSense, NRC, Essent, Deloitte, ABN AMRO, Tele2
    .

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