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The Vovici Customer Experience Wheel™

Gain traction with your customers by mapping their journey with Vovici's Customer Experience Wheel.™ Get a geographical representation of the customer journey, detailing interactions, triggers, touch points and “Moments of Truth.”

 

Map your customer’s journey with the power of the
Vovici Customer Experience Wheel™

Mapping the journey your customers take with your organization is the first step of a successful Voice of the Customer program. This outside-in view shows the customer perspective from the beginning, middle and end as they engage with your company to achieve their business goals. The 5 steps used in the Vovici Customer Experience Wheel include:

  1. Segmentation of customer groups
  2. Understanding customer life cycle of experiences
  3. Creating listening posts
  4. Identifying “Moments of Truth”
  5. Monitoring progress towards customer-centricity
Listening Posts Listening Posts
Moment of Truth Moment of Truth
Data Needed Data Needed

 

Building Knowledge

Building Knowledge

In the first step you define the different types of customers you have. Different customer groups interact differently with your organization. By understanding the motivations and needs of each customer group, effective customer programs and customer retention strategies can be developed, resulting in greater profitability of each segment.

In the second step you try to understand the interactions customers have as they do business with your organization. As you gather results you will be able to map touch points or interactions for each customer segment. In addition to gathering the touch points, the data will be helpful in understanding customer thoughts, feelings and reactions, and identify key needs, likes and dislikes of each interaction.
Business Alignment

Business Alignment

Once you have transformed your results into a series of interactions that represent the customer lifecycle, you will have the first draft of your organization’s customer experience wheel! Next, you create specific listening posts and then break down the “moments of truth”. The final steps in the customer experience wheel methodology are action and monitoring. As you monitor and report improvements in customer satisfaction, you will develop a culture of continuous improvement and customer-centricity.
Sustained Value

Sustained Value

Creating your own customer experience wheel is a valuable endeavor that enables your organization to track customers through each stage of their journey with your organization – so you can better measure, manage and improve customer experience. Give your customers that great experience that has them putting your organization ahead of the competition and drive loyalty and profitability upward!