Customer Journey Mapping Archives

Dealership Customer Experience Tracking – Our Tips & Guidance

customer experience at dealerships Dealership customer experience tracking uses tried and tested observational research tools and techniques adapted specifically for dealership customers.

Customer experience tracking involves watching customers in your environments to understand more about them. There are simple questions about customer behaviour that many organisations can answer in detail about their digital customers but can only answer with assumptions and anecdotal information about their ‘real’ customers. These can be as simple as ‘Who are they?’ and ‘What do they do when they are with us?’

At Konvergence we have been tracking customers in our projects for over 12 years. We have refined the tools and techniques we use to track customers to make sure we can capture as much useful information as we can.

Here are some guidelines you can use to structure your own customer tracking: [Read more…]

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By Paul Leave a Comment

How to Plan a Dealership Customer Experience Research Project – Advice, Tips & Tricks

When you are developing your plan for a dealership customer experience research project, (see Dealership Discovery), you will need to make some decisions about strategy before you can plan in any detail about what exactly you will do. As with any field research, you need to make some ‘higher level’ decisions before you will be able to work out who will do what, where, when and for how long.

With these decisions in mind, we have listed some questions that you can use to prompt discussion with your team. With each question, we have given you our thoughts on what to think about, along with some tips and tricks that we have learnt along the way.

What should we focus our dealership customer experience research on?

dealership forecourt browsing study — Study activities could focus on forecourt browsing

Your study should identify opportunities to solve problems, make improvements or reduce waste. At dealerships we have developed studies to improve wayfinding, forecourt browsing, queueing, parking, facilities utilisation (such as service bays), employee efficiency and reducing waste. [Read more…]

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By Konrad Leave a Comment

Improve Airport Queuing – A simple ‘no-tech’ approach for busy airports

airport queuing research A simple way to improve airport queuing still remains a ‘holy grail’. Despite lots of technology and mountains of data to help operators measure and improve passenger experience and flow, many of us will still experience the misery of long airport queues this Christmas.

This summer, passengers at major airports across Europe missed their flights or were forced to queue for up to four hours whilst departing or arriving for their holiday. Photos circulated on social media show queues of weary travellers snaking around the airport, out of exits, into drop off zones and even across airbridges, with some passengers unable to get off their planes. In Europe this year things got worse for British citizens. Regulation, which came into effect on 7^th April 2017, now requires every British passport holder to be checked when they move through the “Schengen Area”.

And, if last year is anything to go by, the outlook for queuing at airports this Xmas looks grim!

Using Observation to Improve Airport Queuing

We believe that the only way to improve queuing for passengers at airports is to spend time in the field observing and measuring what’s really happening. [Read more…]

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By Konrad Leave a Comment

Customer Journey Mapping in the Real World – 8 Practical Tips

graphic showing different customer journeys Customer journey mappings is very popular with marketers, designers and customer experience professionals to help visualise and improve the experiences they are creating. But with so many different mapping approaches and customer journey mapping tools all providing different perspectives, scope and focus, it can be difficult to know where to start and how to get the most out of doing it.

We’ve watched, measured and improved customer journeys for hundreds of organisations in all kinds of environments – from hospitals to high street stores. Although most of our projects have focused on improving customer experiences in the real world (as opposed to the virtual one), what we’ve learnt can be applied across all channels and to support whatever approach you decide to use.

Read our 8 tips to get the most out of CJM.
[Read more…]

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