Whether you have a product or a service, your key to success is always a customer who loves your product or service. To make a customer love your product, you need to make it easy to understand, provide features and functions that alleviate certain customer pains and make the product easy to access. Customer journey design focuses on the issue of access, enabling a seamless and barrier-free customer journey, that is perfectly aligned with your corporate identity. This approach is crucial to scaling your business and ensuring sustainable growth.
Our first step is to work together with our clients to take a different perspective and put ourselves in the customer's shoes. It makes it easier to understand what moments of truth appear along a customer's journey.
We see customer journey design as something that should not just be happening in the sales and aftersales departments of companies, but along the entire value chain. Customer focus should be incorporated into every development and production process, and refined during the customer journey design. During our customer journey design workshops, we ensure the right mix of industry specific expertise and external perspective.
Deliverables include:
... personas based on your current customer base, as well as and analysis of what personas are most likely to be the most important in the future
... a customer journey map, breaking down all the relevant touchpoints of your customers with your brand and how to enhance the experience with those
... an engagement plan, including the most relevant actions you need to take now to create a seamless and hassle-free customer journey, to reach more prospective customers and increase customer loyalty
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