Online  Product Research

Marketing

Word of  Mouth

Brick &  Mortar

Online Experiences

B2B

Customer Success

Usage

Support & Returns

The Purchase Journey

CX Touch Points

  • Where are you successful right now?
  • Where do you struggle?

With this information, you can identify where the pain points are in your CX journey, then craft targeted research solutions to pinpoint those issues and gain actionable insights.

Here are some of the touch points you may be struggling with, and methodologies that may be suited to your research needs.

Hover over any touch point for more info...

Online Product Research

Customers are "kicking the tires" so to speak.

Solutions

Marketing

Solutions:

Word of Mouth

  • Are your customers learning the right information via friends, family, and strangers?
  • Do you know how your customers engage with social media (e.g. Facebook, Twitter, etc.), Amazon reviews, App Store reviews, brand forums, and more to arrive at purchase decisions?

Solutions:

Brick & Mortar

  • Are customers engaging in online price shopping while standing in the aisle of your physical store? How does that impact their decision-making?
  • How does your overall store experience, from signage to kiosks to checkout and more, impact and influence customer perception?

Solutions:

Online Experiences

Testing at every phase: Design, Prototype, Live

Solutions:

Business to Business

Solutions:

Customer Success

Solutions:

Usage

Solutions:

Support & Returns

Solutions:

The Purchase Journey

The customer experience extends across the multiple touch points the customer engages with.

Solutions:

With this information, you can identify where the pain points are in your CX journey, then craft targeted research solutions to pinpoint those issues and gain actionable insights.

Here are some of the touch points you may be struggling with, and methodologies that may be suited to your research needs.

Hover over any touch point for more info, and click to pause interactivity...