From website to servicedesk, everything you do impacts your customers’ perception. That string of interactions is called the customer journey.
Customer journey mapping is a proven method used to visualize every touch point and key buying event. It takes into account customer motivations, emotions and thoughts. It also important to identify and then remove current friction points. When and why do your customers have a negative experience?
The better your customer journey, the better your customer experience. Once the customer journey has been improved, you'll have happier buyers. And that will result in more sales!
We'll get the key stakeholders onboard right away, so we can set the scene for the customer journey together. We'll define objectives, goals and how to collaborate.
Customer journey maps can only become real and relevant when keeping your customers top of mind. Let's start by identifying your ideal customers, buying centers, and most important buyer personas.
We'll list all your touch points to make sure we capture the main elements, both offline and online.
We'll gather the group you want to include in a workshop to take the customer journey ourselves.
This a great opportunity for different units to come together and focus on the customer experience. Often great contributions are shared and the list of activities are often concrete and actionable. Best of all, they come from your co-workers.
Once the customer journey workshop is completed, it's important to visualise the outcome on a customer journey map.
On the customer journey map, we've identified several key touch points and interactions. Now let's test them by setting up listening posts by collecting and analyzing real customer feedback
Upon completion, we recommend a set of next steps to continuously improve the customer journey.
A customer journey that adds value through every interaction from start to end
A good understanding of the customer and their most important needs, emotions and thoughts
An improved sense of how the customer thinks and feels when going through your customer journey
A set of actionable recommendations to continuously revisit and improve your customer journey