Customer Journey Mapping

Three Reasons to Do Customer Journey Mapping

  1. Optimize your Marketing Channels

  2. Identify inefficiencies and reduce Cost per Acquisition

  3. Increase Customer Retention

Request a Meeting or Explore Customer Journey Mapping For Your Business

Why it works

You identify bottlenecks and pain points, streamlining the acquisition process, and reducing Customer Acquisition Costs (CAC) by addressing inefficiencies that deter potential customers.

You enable efficient allocation of marketing budget by identifying the most effective channels at each stage of acquisition, reducing Customer Acquisition Costs through targeted investment in high-converting channels.

You identify opportunities to delight customers post-purchase, fostering repeat purchases and increasing customer lifetime value, reducing the necessity for high-cost continuous acquisition efforts.

Target Heart Customer Journey Mapping is led by Greg Chapman.

Greg is a results-oriented marketing and consumer experience veteran with over 35 years of experience in hands-on C-Suite and senior executive leadership roles.

Greg has built a broad, diverse omnichannel expertise with leadership experience in start-up business models, to Fortune 50 corporations, including international businesses.

His understanding of building brands, customer service and experience, and direct response business models has developed an ability to consider a wide range of both quantitative and qualitative data sets to drive decision making.

Greg’s clients span small, professional service businesses to very large global engineering, and health care equipment, services, and supply firms. He has deep experience in the online education space and has applied his considerable retail experience to help clients of all sizes in the e-commerce space.

Greg is described by his peers as creative, innovative and passionate about the customer.

Greg-Chapman

Greg Chapman

CX Director

About Greg

For the past ten years, Greg, has helped B2C and B2B companies of all sizes, industries, and geographies with Customer Experience Strategy and Management. He helps his clients build and retain a loyal base of advocates, increasing CLTV, and decreasing CAC, by delivering a delightful brand experience.

Greg’s business and leadership experience span nearly 40 years. He’s held senior merchandising and marketing leadership positions in the retail, direct response, home shopping, and high volume e-commerce verticals. He has been a part of two start-ups, a fifty-billion-dollar, Fortune 100 retailer, two acquisitions and mergers, and has started or expanded catalog businesses in North America, The United Kingdom, and Europe.

This experience has given Greg a unique perspective on omnichannel markets as well as a valuable perspective on growth, and how to scale a business. Greg’s years as a merchant taught him much about price/value relationships, profitability models, product development, inventory management, and above all, customer service and the customer experience.

Greg’s experience in marketing is centered on creating a laser-like focus on the key customer segments that deliver long-term value. He helps create a differentiated value proposition that resonates with this target. He then creates an experience that delivers against this promise. And in addition to this discipline, his experience as a senior executive has taught the value of a clear Vision and Mission and the necessity for an aligned leadership team. He helps his clients create a customer and employee experience-centric culture.

Target Heart is thrilled to have Greg on the team. Clients doing Customer Journey Mapping with us get more than the core benefits therein, they can also push deeper into CX strategy. In other words, Greg’s qualifications in CX make his Customer Journey Mapping output very hard to match.