Consistency gap
Consistency gap
PROMISE TO REALITY
PROMISE TO REALITY
Is your customer experience living up to the standard you’ve set?
Is your customer experience living up to the standard you’ve set?
Want evidence of where reality falls short? We’ll map what’s actually delivered, and heard from customers, against your standard across territories, channels and touchpoints, built on real evidence rather than assumption.
Want evidence of where reality falls short? We’ll map what’s actually delivered, and heard from customers, against your standard across territories, channels and touchpoints, built on real evidence rather than assumption.
Approach
Approach
Set the benchmark
We start from the standard agreed in our Digital CX Playbook, or your existing internal work.
We start from the standard agreed in our Digital CX Playbook, or your existing internal work.
Gather evidence
Mystery shopping, customer interviews and desk research across territories and channels.
Mystery shopping, customer interviews and desk research across territories and channels.
Map the drift
We compare what’s delivered against the standard, touchpoint by touchpoint.
We compare what’s delivered against the standard, touchpoint by touchpoint.
Prioritise the gaps
We show exactly where and how far the experience has drifted from the standard.
We show exactly where and how far the experience has drifted from the standard.
Outcome
Outcome
Evidence, not assumption
A clear view of reality, based on real customer evidence.
A clear view of reality, based on real customer evidence.
Mapped gaps
Where and how far delivery drifts from your ambition.
Where and how far delivery drifts from your ambition.
A defined purpose
Mystery shopping and research with a strategic frame, not a one-off exercise.
Mystery shopping and research with a strategic frame, not a one-off exercise.
Priorities for action
A focused view of the specific gaps to close.
A focused view of the specific gaps to close.
What comes next
What comes next
Core CX delivery
Closing the specific, evidenced gaps the diagnostic surfaces.
Closing the specific, evidenced gaps the diagnostic surfaces.
Investment
Investment
£8,900
£8,900
Duration
Duration
4–8 weeks
4–8 weeks
Your Facilitator
Your Facilitator
Dane Tatana
Dane Tatana
CEO and Co-owner of Journey
CEO and Co-owner of Journey
Dane has spent more than 20 years as a customer experience strategist, leading transformation programmes across Europe, the Middle East, North America and Australasia, in aviation, financial services, healthcare and life sciences. He began his career in change-management communications with Johnson & Johnson and now leads Journey. His approach is simple: human centred, AI enabled.
Dane has spent more than 20 years as a customer experience strategist, leading transformation programmes across Europe, the Middle East, North America and Australasia, in aviation, financial services, healthcare and life sciences. He began his career in change-management communications with Johnson & Johnson and now leads Journey. His approach is simple: human centred, AI enabled.
Think there’s a gap between your promise and your customers’ reality?
Think there’s a gap between your promise and your customers’ reality?
Think there’s a gap between your promise and your customers’ reality?
Let’s find it in a 20-minute chat.
Let’s find it in a 20-minute chat.
[AKL]
Nº 1 Boundary Road
Hobsonville Point
Auckland 0618
[LDN]
Nº 207 Old Street
London
EC1V 9NR
Brave Navigators for Bold Journeys.
[AKL]
Nº 1 Boundary Road
Hobsonville Point
Auckland 0618
[LDN]
Nº 207 Old Street
London
EC1V 9NR
Brave Navigators for Bold Journeys.
[AKL]
Nº 1 Boundary Road
Hobsonville Point
Auckland 0618
[LDN]
Nº 207 Old Street
London
EC1V 9NR