Creating more profitable customer relationships

Insight | Design | Transformation

We help companies develop more profitable customer relationships by delivering better customer experiences and by designing better customer journeys.

Journeys that reduce customer effort, improve service quality and  deliver more relevant communications and propositions. And daily interactions that deliver the brand promise.

Customer Journey - Customer Experience - CX - Customer Journey Mapping

Light reading

We have three papers that you might find interesting; a Case History of our work for AXA Wealth showing how customer experience can drive sales and satisfaction, a Guide to Customer Journey Mapping, a powerful but often misused technique and finally a worksheet for short exercise about Stakeholder Management.

Read our case history on AXA Wealth
Guide to Customer Journey Mapping
Download the Stakeholder Worksheet

Customer insight driving change

Typically customer journey change is driven by internal considerations - increasing sales and reducing costs; in other words responding to an internal view of what customers want.

Starting with customer insight allows you to meet genuine customer needs and to profitably improve customer outcomes. Find out which customer journey research techniques work best.

What our clients say

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Client Experience

Latest Blog Articles

The Power of Slippers

You never know what you’ll learn when you spend time networking with fellow CX professionals in an informal environment.  It’s often surprising and almost always valuable. At one of our recent networking events for CX professionals, Nationwide revealed the power of slippers to get colleagues to step out of their corporate mindset and into their… Read More

5 reasons you should map your customer journey even if you’re not ready yet to start a full-blown CX transformation programme

All the companies we work with aspire to transform their customers’ end-to-end journey but many are a long way from securing the resources they will need to deliver a large scale CX transformation programme.   In this position is it worth mapping the customer journey? Journey mapping is undoubtedly the best way to identify and… Read More

CJC selected to work with BiGDUG

Customer Journey Consultancy are delighted to be working with the lovely team at online retailer BiGDUG who provide storage solutions that bring order to garages, offices, vans and warehouses everywhere. On a personal note I, like hundreds of thousands of other UK Dads living in the warm, chaotic embrace of domestic mayhem, am a grateful… Read More