Customer Experience & Journey Mapping
What are the “points of friction,” challenges or pain points that impact your customers’ and employees’ “journeys”? Now imagine: how can you maximize the pleasant interactions and correct any suboptimal touch points? Study, map and optimize each customer experience, analyzing the intersection between utility and emotion that occurs whenever a customer or potential customer interacts with your brand, product or service. Martec utilizes a unique framework and customized approaches to map the journeys (and user experiences) for relevant audiences, complemented by advanced data analytics techniques, to make those journey maps actionable and drive results. We’ve done this for clients who want to learn more about their customers, as well as other audiences like employees and franchisees.
Customer Experience (CX) Strategy
Learn more about Martec’s “5-D” approach to CX study, research, analysis design, and optimization along the entire customer journey from implicit brand awareness through advocacy. These principles apply whether the customer journey is focused stage or end-to-end; B2B or B2C; episodic or continuous.
Humans experiencing human emotions.
Martec employs its proprietary Emotion Intelligence analysis methodologies to uncover the hidden sentiments, opinions and associations a brand’s customers (and prospects) have along the end-to-end customer journey, from awareness to consideration through loyalty/advocacy and beyond.
Partners and Recognitions
CX Insights
Explore our library of insights, archiving decades of experience and innovation in a range of customer experience and customer journey mapping methodologies.
