STRATEGIC
JOURNEY MAPPING
Journey Mapping is critical to know the path that your consumer takes pre, during, and post product/service acquisition.
​
During the program creation process, I use Journey Maps to identify all touchpoints and pain points a consumer might encounter in the customer lifecycle. I use this information to highlight areas of opportunity where processes can be eliminated or performed better to add more value to the consumer experience.
​
My Journey Maps have been used for justification of new tech portals, innovative programming, and value-add partnerships.
CUSTOMER PROFILE CREATION
While Journey Mapping gives you a macro look at your consumer, Customer Profile Creation gives you a micro look at the various segments in your population.
​
A Customer Profile helps you fine-tune your service offerings based on the individuals that you know use your service. Using raw data collected from surveys and interviews, a Customer Profile helps you better allocate resources to cater to your atypical client. By knowing what your customer wants, when they want it, and how they want it, will help increase loyalty and lifelong membership.
​
I have created Customer Profiles to design amenity spaces that meet the needs of the majority of my customer population.
MARKET MATRIX
The Market Matrix takes the data made available through the Journey Mapping and the Customer Profile and creates an ideal product/service offering that is both cost-efficient to create and can be implemented in an adequate time frame.
​
The Market Matrix helps identify which initiatives are realistic to implement. I find it beneficial to also provide an ROI and a cost-benefit analysis to further support the addition of a new initiative.
​
I have found Market Matrixes to be both beneficial and time-saving when gaining buy-in from other stakeholders.