Customer journey consulting.
Customer-centric. Data-based. Future-oriented.  

Companies that attract and retain the right customers in a targeted manner create the basis for profitable growth. Professional management of the customer experience is therefore more important than ever, because your customers expect a perfect shopping experience: convenient, seamless, personalized. The (online) touchpoint diversity makes the customer journey phases more fragmented and complex, but also offers new opportunities for communication and interaction. High-quality data - and the competence to interpret it - are the basis for optimizing the customer experience of your customers.

Companies that specifically attract and sustainably retain the right customers create the ideal basis for profitable growth. The professional management of the customer journey is therefore more important than ever, because your customers expect a perfect shopping experience. The (digital) touchpoint variety offers new opportunities for communication and interaction. High-quality data is the basis for optimising the customer experience.

Non-binding initial consultation
Customer Journey | Trends

Customer Journey: The basis for a
successful channel strategy - analogue and online

The picture shows a board with post-actuals from a Customer Journey Workshop.

What exactly is the customer journey?

The customer journey describes the "journey" of prospects and customers from the first contact with a product, a brand or a company to a target action (e.g. purchase) in each phase. It serves as a model for visualising all relevant interaction points - the so-called touchpoints in the corresponding customer journey phases, also called touchpoint map.

Why is the customer journey an important success factor for your brand?

Customer expectations of the shopping experience for products and services are changing faster than ever - making it all the more important to continuously keep an eye on what customers want and to align the customer experience accordingly. The customer journey provides a proven approach to optimising the quality of communication at all points of contact, from the arousal of need, through the information search and decision-making phase, to purchase and customer loyalty, and to design positive customer experiences. Only those who understand their customers' journey can use their marketing resources in a targeted and efficient manner and thus increase sales performance step by step.

Customer Journey | Advantages

10 good reasons for a data-driven customer journey

Transparent view of customer needs and their journey
Identify problems and pain points of your clients
Customer-centric content development
Increasing customer satisfaction
Strengthening the brand and customer loyalty
Differentiate your brand from the competition
Optimisation of internal processes and steps
Transparent performance of channels & touchpoints
More efficient use of the marketing budget
Foundation for business growth of your brand
Customer Journey | Touchpoint Excellence

Customer Experience Excellence:
Because it's not just the first impression that counts, but every impression.

The goal of customer journey optimisation
The goal is to deliver the right messages at the right time at the right touchpoint during the customer journey phases. The messages to the customers build dramaturgically on each other and guide and accompany them forward in every part of the sales funnel. To do this, companies must think ahead step by step along the customer journey, starting with information and ending with the purchase of a product or service, and beyond to the after-sales phase.

Graphic with the aim of a customer journey: Relevant content at the right time in the right channelMobile view: Graphic with the aim of a customer journey: Relevant content at the right time in the right channel
The picture shows a rotating process model
Customer Journey | Procedure

Sounds complicated? We advise you on the creation of your customer journeys, the journey map and the optimisation of the touchpoints.

Sounds complicated? We support you .

1. status quo analysis

In a first joint interdisciplinary workshop, we identify the relevant journeys, touchpoints, goals, target groups, customers and key figures. We take your data base, create initial evaluations, analyse your products, define your goal and develop an individual approach.

2. target group definition customer

The aim is to develop specific personas with the help of a persona workshop and data analyses on user behaviour, optionally deepened by interviews with your (target) customers.

3 Touchpoint Mapping - Journey Mapping

We then visualise the relevant touchpoints phase by phase in a customer journey map and define touchpoint-specific key figures and the key interaction points of your customers - analogue and online.

4. customer journey optimisation

We develop key performance indicator-based recommendations with a concrete roadmap on how you can use your marketing budget efficiently and optimise contact points for satisfied customers and an optimised journey in every phase from information to purchase.

Customer Journey | Disciplines

Our focus in customer journey optimisation:

External analysis

It is important for us to meet our customers where they are at the moment. The first step is an analysis of the status quo, enriched by our objective view from the outside, in order to close the "gap" between self-perception and customer perception of your brand.

Mindset

Customer journey optimisation is not only a question of the right toolset, but also depends on establishing a customer-centric mindset in the company. The goal is cross-functional cooperation between marketing and sales, and a relevant part of this is the elimination of silo thinking. It is important to put customers at the centre of all entrepreneurial considerations.

Sustainability

We are not only concerned with quick wins, we rather develop long-term strategies that operationalise relevant processes in meaningful steps with a variety of different solutions and thus make them fit for the future step by step.

End customer view

We always think about our strategies and recommendations for action from the perspective of your customers, taking into account your economic goals and the expectations of the end customers with regard to the customer experience.

Customer Journey | Whitepaper

This is how you use the central lever for value creation and growth!

In our new whitepaper, you'll learn what's important in designing the customer journey and how you too can achieve customer experience excellence in five steps.

The image shows an excerpt from a customer experience management white paper

Interested? I look forward to your questions and exciting conversations.

Christian Vogl

Projects

+49 711 615544-155
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