Customer Journeys
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Customer Journeys

Improve customer experience at every touchpoint with an accurate snapshot of all the ways shoppers interact with your brand.

Your customers are more empowered than ever before. And thanks to technology, they’re able to interact with your brand via endless channels. This is fantastic news in terms of marketing reach, but it vastly complicates the standard shopper journey map. We help companies navigate this shift by capturing– and uncomplicating– the interlaced paths shoppers take along their purchase journey. Our comprehensive approach produces a map that more accurately reflects the shopper journey of today, and highlights opportunities to improve customer experience throughout all of your brand’s touchpoints.

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Case Studies

Learn more about how our work has energized strategy for global brands, disruptive startups and everything in between.

Market Research for Revlon
Market Research for Revlon

Case Studies

Market Research for Revlon


We helped Revlon understand how to reach their key consumers with the right messaging and products, via the right channels, in the right moments.

Perspectives

Why You Should Revisit Your Shopper Journey (And How To Do It Right)


Keep these two major shifts in mind when deciding on research strategy for your next customer engagement journey project.

Perspectives

Understanding the Customer Journey: 6 Key Steps to Building Better Customer Relationships & Increased Loyalty


How We’re Different

The essence of the Kelton brand comes through best in the people who are on the front lines. We’re not just number crunchers; we are botanists and baseball fans, giggly animal lovers and homebrew geeks, and, yes– data heads, creatives and sociologists who choose the right tools, resources and experiences to meet each client challenge.

We Keep it Real


Our journey maps recognize the many diverse paths a person can take on their way to a purchase, instead of mapping out a handful of static routes that oversimplify how people actually shop today.

All About Context


People are complicated. Cultures are highly variable. Different industries carry different nuances. We leverage all three frames of reference in our qualitative work because often, it’s the context surrounding the answer that delivers the true insight.

Actionability is Key


There’s nothing we hate more than research that sits on a shelf. Our customer journey projects always include recommendations for how your brand can take action on our findings.

Superior Design


Our journey maps are easy to understand, clearly illustrated, and specifically designed to capture the attention of your stakeholders. Kelton designers are perfectionists about this stuff.

We Keep it Real

Our journey maps recognize the many diverse paths a person can take on their way to a purchase, instead of mapping out a handful of static routes that oversimplify how people actually shop today.

All About Context

People are complicated. Cultures are highly variable. Different industries carry different nuances. We leverage all three frames of reference in our qualitative work because often, it’s the context surrounding the answer that delivers the true insight.

Actionability is Key

There’s nothing we hate more than research that sits on a shelf. Our customer journey projects always include recommendations for how your brand can take action on our findings.

Superior Design

Our journey maps are easy to understand, clearly illustrated, and specifically designed to capture the attention of your stakeholders. Kelton designers are perfectionists about this stuff.