Customer Journey Mapping

Customer Journey Mapping – we guide you to the right structure

Customer Journey Mapping creates structure, gives you insights into the customer journey and ensures that your company gains the best basis for achieving valuable and profitable customer relationships.

Customer Journey Mapping (CJM) will be a valuable tool for the vast majority of companies looking to tailor and target an enhanced customer experience. All unmet customer needs, overlooked selection criteria, customer pain points, inefficient workflows, failure to focus on key drivers and failure to assign responsibilities will come to light and provide an opportunity for realigning the current journey and implementing proactive measures. With CJM, the company gains a platform for an improvement plan for the implicated influencing factors in the customer journey, in personal interaction with customers as well as in the company’s back office functions.

Customer Journey Mapping provides valuable insights

The motivation for undertaking CJM should obviously be to achieve improved customer loyalty, customer retention, add-on sales and customer referrals. All of these are attainable provided that the customer journey is mapped, optimised and all implicated employees are trained, and, not least, motivated for these goals.

Loyalty Group typically facilitates and runs a CJM project, since, although customer insights exist in the organisation, consolidating them in an organisation-wide customer-centric project can be complex. Loyalty Group bases the project on a pre-defined framework, which is adjusted in line with the company’s challenges, level of ambition and hence the goal for the Customer Journey Mapping. The aim, in terms of time-invested, is for the organisation’s staff only to be brought on aboard where they can provide useful insights, so that the organisation is not disrupted by having to set aside other projects and tasks, and instead sees its participation as an opportunity to be heard and contribute to the bigger picture. The value of centring the project around your staff is that, aside from their actual inputs, everyone involved will understand the value, claim ownership of the current situation and back the project to achieve true change.

It is important to emphasise that CJM will not be transformational in itself. The crucial changes come from all the activities undertaken on the basis of the CJM structure and the insights it provides. The CJM knowledge platform is crucial for the resulting output, which is a change proposal in the form of an itemised action plan. One typical pitfall is when a company believes that it has established a full Customer Journey Map solely because it has mapped its touchpoints.

The CJM project should be revisited and adjusted at regular intervals and ad hoc to reflect significant changes within or outside the organisation.

With its Customer Journey Map, the organisation will have gained a means of uniting the entire commercial customer experience in a framework with a common direction for the organisation, where the classic silos that are irrelevant to the customer have been torn down.

Looking to launch or progress your Customer Journey Mapping?

Feel free to call us on (+45) 7025 2627 or email us at to learn more about how we can help you and your business with Customer Journey Mapping.

The AutoIndex study is considered a unique and valuable supplement to the types of Customer Satisfaction surveys that we perform ourselves.
I have personally worked with Loyalty Group in both my current and my previous job (President, Toyota Norway) and to sum it up, I am happy to recommend both Loyalty Group and the AutoIndex study to other NSC’s.

– Alar Metsson, President, Toyota Denmark (2021)

At Mindline, we apply AutoIndex on all the educations and pieces of training where they are available to us from the NSC. Our experience from the training where it is used versus where it is not, is that there is a clear effect on the participants’ understanding of why there is a need to develop and improve the customer experience.
This simply means that the effect of education and training will be far greater and thus more value-creating for both the NSC and the dealers who send their employees on training and invest both time and money in this.
The AutoIndex reports are for Mindline as a trainer, a fantastic tool and a simple way to present facts and inspire behaviour change so that customers get the optimal experience. It saves us a lot of time on the courses and makes them significantly more efficient and relevant for the participants.

Jørgen Faddersbøl, CEO, Mindline (2022)

Loyalty Group has a lot of knowledge about how successful sales processes and customer journeys build loyalty over time. This gives us a very good basis for how we can develop in relevant areas and forms the basis for our further improvement work in the organization.
Based on our many years of collaboration, I can only give the AutoIndex study and the Loyalty Group consultants my very best recommendations.

Jan Christian Holm, General Manager, Lexus Norway (2021)

Over the last 3 years, the Loyalty Group team has inspired us in our work on our “Consumer Journey”, which the new organization now takes to the next level.
I hope we get the chance to work together again in my new job as CEO of Volvo Car Turkey.

Magnus Boman, CEO, Volvo Car Denmark (2020)

The corporation with Loyalty Group and the AutoIndex study has resulted in changed business procedures, updated guidelines and a general optimization of Bayern AutoGroup. The result is indisputable – Increased customer satisfaction, increased employee satisfaction and increased earnings at Bayern AutoGroup.

Søren Vinderslev, CEO, Bayern AutoGroup (2021)

Loyalty Group’s approach is very direct. It can at first sight be perceived as an attack on our current working methods. After several years of collaboration, however, the conclusion is that this approach is solely due to Loyalty Group’s sincere passion to create the best customer experience for our customers.

Troels Nielsen, COO, Jan Nygaard (2021)


Do you also want to maximise your customer loyalty efforts? Then contact us for a no-strings chat about your needs.

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