Customer JourneyCharting a customer’s path from awareness to conversion
Map out your customer’s journey
When you know how a customer will convert, you can influence their journey. Where did they come from and how did they get to that point? What milestones should you use to track progress? You can better understand the path your customer takes to the buying decision with the Customer Journey solution from Hanover Research.
Using quantitative and qualitative data sources, Hanover Research gathers insights and shapes them into a map that charts the entire customer journey and shows where your brand or product can best intersect with that journey.
Nearly 90% of professionals using customer journey mapping report increases in customer satisfaction, lower churn rates, and fewer customer complaints.
Customer journey mapping targets the touchpoints that matter most
Foresee
Uncover initial purchasing motivations and triggers.
Strategize
Optimize utilization of resources used for product discovery.
Gain
Increase a customer’s product satisfaction and likelihood to recommend it.
How it works: Customer Journey Mapping
Segment Customers
Separate your customers into groups with customer segmentation and buyer personas.
Map the Lifecycle
Determine key customer lifecycle stages with Attitude, Awareness, and Usage (AA&U) surveys, ethnographic research, path-to-purchase studies, or customer lifetime value analysis.
Identify Touchpoints
Reveal customer touchpoints with customer surveys or interviews or customer usage data.
Target Improvements
Mermet Leverages Path-to-Purchase Insights to Help Expand Its Online Presence
“We were exploring a website redesign as part of our overall effort to increase our brand’s online presence. With this goal in mind, we felt it was important to understand the path that potential customers of solar screen fabrics take in their purchase journey to inform our planning. Hanover’s analysis provided in-depth insights that helped us identify online content and services that will resonate well with customers.”
– Colin Blackford, Director of Strategy & Innovation, Mermet
Make decisions with confidence, not guesswork
Hanover Research provides high quality, custom research and analytics through a cost-effective model that helps clients in the corporate, education, and healthcare sectors make informed decisions, identify and seize opportunities, and heighten their effectiveness.
Flexible
Ongoing research agenda adapts with your organization’s needs
Expert
200+ analysts with advanced research expertise
Efficient
Annual, fixed-fee model delivers shared costs and benefits
Dedicated
Exclusive account and research teams ensure strategic partnership
