Customer Journey
Customer-centric. Data-based. Future-oriented.  

Companies that specifically acquire and sustainably retain the right customers create the ideal basis for profitable growth. Professional management of the customer journey is therefore more important than ever, because your customers expect a perfect shopping experience: convenient, seamless, personalised. The (digital) touchpoint diversity makes the customer journey 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 optimising the customer experience.

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 | Advantages

10 good reasons for a data-driven customer journey

Transparent view of customer needs
Identifying problems and pain points
Customer-centric content development
Increasing customer satisfaction
Strengthening customer loyalty
Differentiation from the competition
Optimisation of internal processes
Transparent performance of channels & touchpoints
More efficient use of the marketing budget
Basis for corporate growth
Customer Journey | Touchpoint Excellence

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

The goal is to deliver the right messages at the right time at the right touchpoint during the customer journey. The messages build dramaturgically on each other and guide and accompany the customer forward in the sales funnel. To achieve this, companies need to think ahead of their customers.

Graphic online shop vs. marketplaceGraphic online shop vs. marketplace
Customer Journey | Procedure

Sounds complicated? We support you in creating your customer journeys and optimising the touchpoints.

Sounds complicated? We support you .

1. status quo analysis

In a first joint, interdisciplinary workshop, we identify the relevant touchpoints, target groups and key figures. We screen your database, talk about evaluation options, create initial evaluations, define your goals and an individual approach.

2. target group definition

With the help of a persona workshop, initial data analyses on user behaviour and optionally in-depth interviews with your (target) customers, we develop specific persona templates.

3. touchpoint mapping

We then visualise the relevant stages of your customer journey phases in a touchpoint map and define touchpoint-specific key figures and the key interaction points.

4. customer journey optimisation

We develop indicator-based recommendations for action with a concrete roadmap on how to use your marketing budget efficiently and optimise touchpoints for satisfied customers.

Customer Journey | Disciplines

Our focus in customer journey optimisation:

Customer Journey | Whitepaper

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

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

Customer Journey | Use Cases

How Customer Journey drives our customers forward?

Interested? I look forward to answering your questions and having interesting discussions with you.

Christian Vogl

Projects

+49 711 615544-155
Send an e-mail