Create an optimal customer experience at every touchpoint.

What does the customer journey of your customers look like? What are they satisfied with, and where are the opportunities for improvement? The customer journey is the “journey” that your customer takes to explore, purchase, and use a product or service. Mapping this journey provides insights into the various touchpoints, channels, and your customer’s experience throughout this process. Visualizing your customer journey directly reveals the pains and gains in each phase.

Minimizing the pain leads to higher customer satisfaction and conversion. Your customers are more likely to return and recommend your company to others. Additionally, the customer journey provides insights into how you can best reach your customers, through which channels and at what time. This gives structure to the marketing strategy.

Create an optimal customer experience at every touchpoint.

What does the customer journey of your customers look like? What are they satisfied with, and where are the opportunities for improvement? The customer journey is the “journey” that your customer takes to explore, purchase, and use a product or service. Mapping this journey provides insights into the various touchpoints, channels, and your customer’s experience throughout this process. Visualizing your customer journey directly reveals the pains and gains in each phase.

Minimizing the pain leads to higher customer satisfaction and conversion. Your customers are more likely to return and recommend your company to others. Additionally, the customer journey provides insights into how you can best reach your customers, through which channels and at what time. This gives structure to the marketing strategy.

Our approach

Creating personas

Before we start mapping the current customer journey, it’s important to know who goes through the customer journey. What does the target audience look like? What are the key characteristics? We conduct research on your target audience and create a persona based on that. A persona is a highly specific description of your target audience, created by imagining a fictional person/family. Good customer insights are essential for this.

Designing the current customer journey

Through internal and external in-depth interviews, we capture the different phases and touchpoints in the customer journey. We also explore the customer’s experience at each touchpoint and the emotions it evokes. The current customer journey provides insights into the moments when the customer experiences frustrations (pains) or satisfaction (gains).

Designing a desired customer journey

Once the current customer journey, including all channels, touchpoints, pains, and gains, is mapped out, we design the “desired” customer journey. This is how the optimal customer journey should look and feel like. By comparing the current and desired customer journeys, you can identify the gaps (issues/differences).

Determining activities

Through a workshop, we collaborate with you to come up with actionable activities to achieve the desired customer journey and improve the customer experience.

Contact us

We are here for you.

Start here to map your customer journey.

info@alpharainbow.nl

+31 6 51 11 93 94

Willemskade 30, Zwolle