In an increasingly competitive world differentiating is harder than ever. One way this is possible is through improving the customer experience at every stage of their interaction with your business.
Saftronics Ltd, a leading UK motor control centre manufacturer, recognised this and embarked on a significant Customer Journey Mapping exercise delivered by Progress Marketing Ltd with the help of Manufacturing Growth Programme funding.
A customer journey map is a visual representation of every experience your customers have with you. It helps to tell the story of a customer’s experience with your brand from original engagement and into hopefully a long-term relationship.
Progress Marketing worked alongside the senior management team at Saftronics to scope the specifics of the project. They conducted interviews across the business from sales and marketing, to projects management, engineering, manufacturing to installation to assess current process and work flow. Processes were mapped and detailed noting timeframe, customer pain point and goals and opportunities.
Customer journey mapping helps businesses step into their customer’s shoes and see their business from the customer’s perspective. It helps businesses gain insights into common customer pain points, how they can improve the customer experience, and define what customers, and prospective customers, need in order to complete a purchase. This type of project is essential to help you better understand the needs of your customers. These change over time and expectations have been raised as a result of technology improvements but often companies are still doing what they have always done for years without adapting to these new demands.
The project has had a positive impact for Saftronics enabling them to improve the onboarding process for customers, retain more customers to deliver repeat orders and focus on building brand advocates to lead to more referrals.
The Manufacturing Growth Programme (MGP) were delighted to provide grant funding support towards the cost of the consultancy project between Saftronics and Progress Marketing. The fund is used to help facilitate business improvement projects between eligible manufacturing clients and external business growth experts / consultants. The MGP is delighted with the outputs of this project following the creation of five new full time positions within the organisation, coupled with a plan for long term profitable growth.
For more information on the Manufacturing Growth Programme, visit; www.manufacturinggrowthprogramme.co.uk