FROM FIRST IMPRESSIONS TO REGULAR CUSTOMER. THE IDEAL CUSTOMER JOURNEY
What are the steps your customer takes before making a purchase? And after that? With customer journey mapping, we identify opportunities to improve the customer journey in order to create the ideal customer experience.
We can use the persona to design the perfect customer journey. In this project, we investigate which ‘touchpoints’ are used by customers when they explore the options, make a choice, make a purchase and continue their interaction with your company. We do that through customer research (interviews) and a workshop. The results are included in a customer journey map.
Then we start designing. What would the ideal customer journey look like? And what needs to change in order to get there? Together, we make a plan to improve the customer experience.
For customer journey projects, we work with a 90-day plan. Here, we always plan the priorities over the next 3 months (90 days) and actually start implementing them together. We learn from our experiences and proceed to the next 3 months. At this stage, many clients do most of the work themselves. GROUP7 then provides (bi-)weekly advice, assistance, reflection and encouragement. We can also stay more closely involved and temporarily add someone to your team.
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Please contact us to discuss your own digital challenges.