Do you struggle to understand customer needs?
As a company responsible for exams that are relied on by more than 7,000 graduate programs all over the world, they needed a new way to innovate and create ways to increase customer engagement. They wanted to understand the customer to meet their needs from when they had the first thought about graduate school to when they needed to find a job after graduation.
They also wanted to improve both participation and activities by getting a better understanding of their customer needs along this graduate school process, all in the name of developing newer and better products and services moving forward.
Research to understand stages in the customer journey
Pariveda spent time developing a unique customer journey map for a representative of the client's ideal customer segment. After reviewing extensive customer research, leading the client's proofs-of-concept through the definition of that target persona and customer segment, Pariveda set up a workshop. By conducting a one-day Customer Journey workshop with the client, Pariveda gained a more in-depth understanding to showcase the journey for a customer would look like at each stage.
Journey map leads to better understanding and approach
With the Customer Journey workshop, the client now has a better understanding of their own customer experience - thus triggering a critical internal mind shift at their organization. Those workshop outcomes help to prioritize needs, understand pain points and opportunities, and more, all of which can feed multiple components within the organization.
Furthermore, it can help purge redundant processes and transform customer interactions. The client will be able to move from a transactional relationship with their customers to a community-building approach, which will strengthen the relationship over time.