Telecom
The Case & Customer Journey
In order to maximize customer satisfaction and sales, this telecom company wanted to know how customers would value their overall experience when becoming and being a client.
Data Collection & Insights
The marketing department tested the customer service and current clients were asked to fill out a survey about their experiences with the company from the start.
Mapping the Journey with Milkymap
Milkymap was used to create the different touchpoints, addressing possible struggles, emotions and the level of satisfaction, using different icons, graphs and parameters.
Presentation & Output
In only a few clicks the separate touchpoints were converted into an impressive presentation allowing the identification of improvement points along the journey.
Optimization of the Journey
The perfect customer journey was designed, which then was used as a clear guideline to convert critical points into valuable and pleasant experiences.
Evaluation and Review
Thanks to Milkymap this telecom company was able to improve their customer journey, helping them to gain and retain clients, building loyal customer relationships.
