Customer Safari, Customer Arena and Customer Journey Mapping
Spotta is a shopping aid that helps consumers easily obtain benefits and inspiration. They do this via the delivery of promotional folders and packages at home and help companies reach their target audience.
Spotta was aware of the big potential that SME’s and large retailers are to their B2B department, but were unsure about how to target this specific segment. This is the reason why they got in touch with Conexperience, to help them get customer insights and further look into how to acquire this target market.
What Spotta wondered
- How can we understand our client’s journey in order to better serve this particular target market?
- How can we understand our client’s journey in order to better serve this particular target market?
- What internal processes need to be improved or redesigned in order to acquire and better serve SME’s and large retail partners.
- Is it possible to use a digital platform to visualize and internally share the Customer Journey? If so, which platform is that and which method suits this best?
The Milkymap solution
- Customer Safari: Take colleagues from Spotta on a journey in their own organization as a customer. Let them and 3 real customers experience a customer journey.
- Workshop Customer Journey Mapping and Improvement Session.
- Visualizing the Customer Experience of Spotta’s SME and large business customers at touchpoint level. Delivering improvement ideas to get started immediately.
- Customer Arena: Management and employees listed to real customers and their experiences and struggles/joys.
Testimonal
“We zijn nu overtuigd dat we de dingen juist gaan doen. De resultaten van het werken met Milkymap zijn concreet en collega’s zijn gemotiveerd om te starten met het verbeteren van de klantbeleving.”
Erik van Lunteren – CRM Manager – Spotta