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