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?
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.
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.
Customer Journey program FAQ
To effectively align your teams around your customer journey, we designed a 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.
The exact length and form depend on your chosen business cases but generally, we work with your project team to drive a collective focus on journey-centric customer experience through our methodology:
- Behavioral Strategy
We assemble the project team, define the change strategy, identify success and risk factors, map key metrics, and kick-start the project.
- Behavioral Insights
We facilitate deep dives with your Business Units, perform a behavioral analysis, and adapt our change strategy to the collected insights.
- Behavioral Design
We design evidence-based change interventions for increasing collaboration among your teams with journey-centric thinking.
- Behavioral Change
The second half is all about implementing, measuring, optimizing, and scaling an effective and lasting focus on customer journey.
We decide on the deliverables together based on the scope of your project. You can find an overview of example deliverables below:
- 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
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.
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
Only a contact person, clarity on the goal and scope, and the relevant onboarding which we help you set up.
Larger projects will benefit from having a project group and/or steering commission but we will always help drive this during our partnership.
To get started, all we need is for you to involve us so we can proactively help you build behavioral solutions to organizational challenges.
What our clients think
“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.”
“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.”
“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.”
“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.”
“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
“Very impressed by Neurofied’s knowledge regarding cognitive biases and their application in CRO.
“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”