“The result is a clear roadmap to improve engagement, reduce churn, and leverage happy customers for growth”

Jeremy Epstein, Head of Growth, Open Forest Protocol

Map Your Customer’s Journey

Bridge the gap between your customers' desires and your company's objectives through this customized, immersive workshop.

Together, we will identify opportunities to improve your go-to-market approach, eliminate employee and customer pain points, and craft an exceptional experience that fosters loyalty, retention, and revenue growth.

Through a series of collaborative team workshops, your team will develop a strong understanding of your customer, learn CX skills, and develop a roadmap of strategic actions that accelerate you towards your goals.

Why Journey Map?

  • Efficient Retention and Growth: Uncover hidden revenue opportunities through a birds-eye view of your customer experience.

  • Unlock Customer Insights: Gain a cross-functional understanding of your customers' emotions, needs and pain points.

  • Develop a Growth Roadmap: Construct an actionable plan to elevate customer lifetime value and empower your team to drive greater impact.

Watch Jill Thomas, CMO/CxO @ PGA Tour Superstore, who's led CX teams at Disney, PepsiCo, and Yum! discuss the benefits of customer journey mapping on my podcast, Experts of Experience.

Packages

Essentials

Two 2-hour sessions with a cross-functional team to map your entire customer journey end-to-end.

Outputs:

  • A comprehensive customer journey map outlining the end-to-end experience

  • A roadmap with key actions to optimize the customer journey

Pro

Includes all benefits from Essentials package, PLUS in-depth customer interviews and a facilitated 2-hour revisit to refine the customer journey map based on customer insights.

Outputs:

  • All Essentials outputs

  • Customer interview report summarizing key findings

  • A refined journey map incorporating customer perspectives

Testimonials

  • "Our team launched a novel product a year ago and needed help tracking the customer journey to improve engagement and reduce churn. With no CX experience on our team, finding Lauren was a game-changer. She led us through a series of thought-provoking (and dare I say fun!?) workshops to understand what our customers are experiencing at various stages. The result is a clear roadmap to improve engagement, reduce churn, and leverage happy customers for growth. Now, we all understand CX from a framework perspective, a collective skill that will empower our customer service and products team for years to come. "

    Jeremy Epstein, Head of Growth, Open Forest Protocol

  • “Revamping our marketing content, we wanted a holistic approach to understanding of our customers. Working with Lauren, we analyzed customer interviews to refine our understanding of their needs, and how best to connect with them across the customer journey, from both marketing and product perspectives. Lauren is clearly an expert in customer journey design.  Her ability to think comprehensively and a thorough deep dive from beginning to end was illuminating and reassuring for the investment we're making into our startup.”

    Matt Monday, CEO, Vital