{"id":19185,"date":"2023-03-13T09:15:45","date_gmt":"2023-03-13T09:15:45","guid":{"rendered":"https:\/\/group7.eu\/olc\/move-from-a-touchpoint-mindset-to-a-customer-journey-mindset\/"},"modified":"2023-07-10T05:11:10","modified_gmt":"2023-07-10T05:11:10","slug":"move-from-a-touchpoint-mindset-to-a-customer-journey-mindset","status":"publish","type":"olc","link":"https:\/\/group7.eu\/en\/olc\/move-from-a-touchpoint-mindset-to-a-customer-journey-mindset\/","title":{"rendered":"Move from a touchpoint mindset to a customer journey mindset"},"content":{"rendered":"\t\t
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Customer journey mapping is the beginning of the journey towards creating a better customer experience with your company\/brand. This does not stop at a one-off visualisation of the customer journey. A customer journey mindset involves a continuous improvement process. You can only actually deliver an excellent customer experience if you exceed customer expectations. You do this by going the extra mile every single time. By looking beyond the touchpoints and working with the total experience.<\/p>

“Doing what your customers expect will create satisfied customers at best. But not fans. You will only manage that if you exceed expectations by providing an impressive experience. Organisations that succeed in adding the human touch to a digitised customer relationship will be the winners of the future” \u2013 Jos burgers, author of One fan per day.<\/em><\/p><\/blockquote>

How do you make sure you move from a touchpoint mindset to a customer journey mindset?<\/strong><\/h2>

A customer journey mindset requires a different approach. We present one example that explains the difference between a touchpoint mindset and a customer journey mindset.<\/p>

Example: trade fairs as a touchpoint or a part of the customer journey<\/strong><\/h3>

Many companies consider trade fairs to be important touchpoints for attracting new customers and\/or keeping existing customers loyal. That’s why a considerable amount of effort goes into organising trade fairs. After all, it’s also your company’s calling card. Your brand and your product or service need to look great. You want to give visitors a total experience at that very moment. Yet the customer’s experience at your exhibition stand is not limited to their trade fair visit. The customer’s experience often starts well before the trade fair with the first contact they encounter, e.g. an advertisement or a personal invitation. Every other contact opportunity before, during and after the trade fair also affects the customer experience. Such as: is it easy to make a first-time purchase? Is the product available from their own wholesaler? Will there be a follow-up? Does the product offer a solution?<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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A customer journey mindset goes one step further. Are you already working with this approach?<\/strong><\/h2>

We developed the customer journey management roadmap made up of 3 phases and 7 steps.<\/p>

The 3 phases of customer journey management:<\/em><\/p>