Customer Journey Mapping

Customer journey mapping is a valuable tool in market research that helps businesses understand and improve the customer experience. Researchers can map the entire consumer journey, from entering the store to making a purchase, helping identify key touchpoints and potential areas for improvement.

Without a solid understanding of your market, you risk making decisions based on assumptions or outdated information, which can lead to misaligned branding efforts, wasted resources, and costly mistakes.

Make informed decisions that are grounded in real data.

Contact us to see how Insights Exchange can help grow your business.

“As a business, you are about to invest thousands, 100s of thousands, even millions into launching into a new market, but many of us don’t even take the time to do our research first. What can we do today, to guarantee success tomorrow?

Do your due diligence - do your research. It's worth the investment."

Benefits of Customer Journey Mapping Include:

Customer journey mapping provides a comprehensive understanding of customer behaviour, motivations, and pain points at each stage of their interaction with a product or service. This insight allows businesses to tailor their strategies to better meet customer needs.

Customer journey maps provide data-driven insights that enable informed decision-making. Businesses can prioritise improvements and allocate resources based on the most impactful touchpoints, ensuring a more efficient use of resources and a higher return on investment.

Customer Experience (CX) Improvements

By identifying and addressing pain points in the customer journey, businesses can enhance the overall customer experience. A positive and seamless customer experience contributes to customer satisfaction, loyalty, and positive word-of-mouth, all of which are crucial for market success.

Customer Satisfaction and Retention

Understanding the customer journey helps in proactively addressing issues, anticipating needs, and fostering stronger relationships. This leads to higher customer retention rates as satisfied customers are more likely to stay loyal and continue doing business with a brand.

Innovation Opportunities

Put simply,  by identifying and capitalising on opportunities for innovation and improvement, brands can stay ahead in the market and attract new customers. 

Schedule a call with us and let us provide you more information on options available to you.

How Do We Do This?

Our global team of experts uses a wide range of research techniques to answer your
 questions and drive your business towards achieving its goals.
in store customer journey mapping

Let’s work together

STEP 1: Let’s chat about your research needs!

Let’s connect so we can better understand your desired outcomes, budget and timeline to assess the best research solutions and research specialist to work on your project.

STEP 2: Finalise Scope of Work and Assign Research Expert.

Here we sign off on your project objectives and allocate a Research Client Manager and Research Specialist to work on your project.

STEP 3: Kick Off time!

Now it’s time to set up for success! We have a 1-hour online meeting with the core team and key internal stakeholders on roles and responsibilities, project milestones and ways of working.


“We approached Insights Exchange to better understand our potential customers in Australia and to size the market opportunity. Their past expertise with working in both New Zealand and Australia with technology start-ups and their good reputation with clients such as Xero was our appeal to working with them.

We were really impressed with their responsiveness to our queries, fast turnaround, quality of researchers and ease to work with.”

Irina Smolina – Marketing Manager – Lentune