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.
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.
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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.
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2. Behavioral Insights: We identify the changes needed to drive a collective focus on Customer Experience through interviews and behavioral research.
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3. Behavioral Design: We design a set of science-backed interventions that will help you achieve the desired changes in people and systems.
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4. Behavioral Change: We ensure positive, effective, and lasting adoption of the journey-centric Customer Experience focus across all teams.
What our clients think
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Marthe Huigens
“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.”
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Sandra Rademaker
“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.”
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Lorien Verachtert
“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.”
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Marius Boer
“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.”
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Stefan Sprangers
“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.”
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Bas van de Pol
“Very impressed by Neurofied’s knowledge regarding cognitive biases and their application in CRO.
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Ren Yee
“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”
