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Customer Experience Mapping

Welcome to our Customer Experience Mapping Page. Beyond Philosophy&trade are the worlds thought leaders in Customer Experience. We specialise in building great customer experiences for our clients. We achieve this by providing five services; Strategic Guidance, Research and Emotional Measurement, Education and Conference Speaking. We have developed a range of unique tools and techniques to design emotionally engaging Customer Experiences that create a financial return.

Moment Mapping™

If you read our book Building Great Customer Experiences you will discover, Moment Mapping™, a customer experience mapping tool which addresses three of our Seven Philosophies for Building a Great Customer Experience;

• Created by consistently exceeding Customers physical & emotional expectations.
• Great Customer Experience are build- designed "Outside In" rather than "Inside Out".
• Revenue generating and can significantly reduce costs.

The Moment Mapping™ customer experience mapping tool is an exclusive process we have developed to ensure that you achieve philosophy 2;

A great customer experience is "Created by consistently exceeding Customers physical & emotional expectations" at each Moment of Contact™.

Importantly this covers both the customer's physical & emotional expectations. To the best of our knowledge this makes our theory and process unique. In addition, the Moment Mapping™ theory looks at a number of other critical elements that affect the Customer Experience such as;

• Customer Targeting
• Customer Satisfaction Measurement

Our Moment Mapping™ theory has proven to improve Customer Experiences and save money.

We have used it effectively to;

• Measure customer satisfaction
• Re-engineer the process from "Inside out" to "Outside in".
• dentify new opportunities.
• Discover 'whitespace' not previously realized.

For example, between the booking and arriving at the restaurant two weeks could elapse. What normally happens? Nothing!

Why doesn't the restaurant send you a menu and a table layout and ask where you would like to sit?

To build great experiences you need to understand your customer expectations at each moment of contact and then plan to exceed them both physically and emotionally.

Customer Experience mapping extends this concept by looking at the transactional costs and channel strategy you wish to deploy at each Moment of Contact™.

For further information on the Moment Mapping customer experience mapping theory please contact us or check out our book "Building Great Customer Experiences".

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