• Ambulatory Care77 0.0%
  • Consumer Shipping81+1.3%
  • Cooperative Utilities78+2.6%
  • Federal Government68.0+6.4%
  • Hospitals75 0.0%
  • Investor-Owned Utilities75+4.2%
  • Local Government72.5+13.3%
  • Municipal Utilities72+5.9%
  • U.S. Postal Service73 0.0%
Ambulatory Care77 0.0%
Athletic Shoes80+2.6%
Automobiles & Light Vehicles823.8%
Cellular Telephones79+1.3%
Computer Software819.5%
Consumer Shipping81+1.3%
Cooperative Utilities78+2.6%
Credit Unions82.0+1.2%
Department & Discount Stores78+5.4%
Federal Government68.0+6.4%
Fixed-Line Telephone Service70+1.4%
Food Manufacturing83+9.2%
Full-Service Restaurants81-1.2%
Gasoline Service Stations76+1.3%
Health & Personal Care78+6.8%
Health Insurance72.0+4.3%
Hospitals75 0.0%
Internet Investment Services80.0+5.3%
Internet Search Engines & Information76-5.0%
Internet News & Opinion73-1.4%
Internet Retail83+3.8%
Internet Service Providers64+1.6%
Internet Social Media744.2%
Internet Travel Services791.3%
Investor-Owned Utilities75+4.2%
Life Insurance79.0+2.6%
Limited-Service Restaurants79+2.6%
Local Government72.5+13.3%
Household Appliances821.2%
Municipal Utilities72+5.9%
Personal Care & Cleaning Products83+7.8%
Personal Computers781.3%
Property & Casualty Insurance78.0-1.3%
Soft Drinks84+6.3%
Specialty Retail Stores80+3.9%
Subscription Television Service65+3.2%
Telephone service72 0.0%
Televisions & Video Players876.1%
U.S. Postal Service73 0.0%
Wireless Telephone Service71+1.4%

Transforming Customer Feedback
Into Management Solutions.

Customer Journey Mapping

Have you walked in your customers’ shoes through every step of their service experiences? By fully understanding the unique journey of your customer and each of its individual stages, you will have the opportunity to better serve your customers while maximizing your resources.

CFI Group helps our clients visually chart their customer's journey across its complete life cycle. The process starts by answering these questions:

  • Do you have a clear picture of the process, by customer type, that customers go through when interacting with your company?
  • Do you know customer behavior before and after interactions with your company?
  • Have you identified all of the touchpoints and determined how well your company is performing on these interactions?
  • Do you know the Moments of Truth (the key interactions or areas in which important brand impressions are formed)?
  • Do you know the pain points, what customers feel at these points, and if you are addressing them?

When answering these questions, keep in mind that your customer journey will differ depending upon service needs and preferences impacting your investment decisions for various customer segments.

CFI Group’s approach to Customer Journey Mapping takes full advantage of over 20 years of experience in Voice-of-the-Customer (VoC) measurement across a wide range of industries and thousands of touchpoints.

Get the free diagnosis



Give us a call, or contact us, so that we can begin exploring how Customer Journey Mapping can help you improve the customer experience in a way that impacts your organization’s bottom line.