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.
The customer journey describes the "journey" of prospects and customers from the first contact with a product, brand or company to a target action (e.g. purchase). It serves as a model for visualising all relevant interaction points - the so-called touchpoints.
Customer expectations of the shopping experience are changing faster than ever - making it all the more important to continuously keep an eye on customer wishes 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 to the information search and decision-making phase to the purchase and customer loyalty, and to designing positive customer experiences. Only those who understand their customers' journey can use their marketing resources in a targeted and efficient way and thus increase sales performance.
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.
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.
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.
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.
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.
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.
Communication between Mercedes-Benz Trucks and those interested in the new Actros has been intelligently upgraded through the use of a comprehensive solution concept.
If you want to understand your end customer, you need time to gather data, analyse it and put in the right context.