The touch-points and interactions with your organization make up the customer journey. This starts with the first introduction and orientation. The customer journey therefore starts before the customer becomes your customer. The more pleasant the journey – preferably without delays and disruptions – the stronger the relationship with the customer.
By focusing on the customer journey, your organization knows exactly which interactions and touch-points are crucial for gaining, retaining and upgrading customers. These are the moments of truth. If you score well for all of the above, you continually build and develop your customer’s trust and loyalty.
Embarking on a journey with your customer
The customer is the only person who can tell you what the customer journey looks like. What are the customer’s expectations at the start of the journey, how does the mood change during this journey, does the customer easily achieve the goal?
Our proven method provides a crystal-clear picture of the various touch-points. Ensuring that you know exactly what your customer needs, wants or requires well in advance. With this unique information, you have all the tools at hand to retain existing customers, to increase their loyalty, and to attract new customers, increasing conversion for your organization.