Customer Journey As Is

You can then use this information to redesign certain parts. Ad dé opleider in marketing en communicatie. The customer journey is the foundation of great customer experiences today, many companies like to call themselves customer centric.

Looking at the touchpoints as part of an overall journey helps create a better experience. When it comes to optimizing your customer’s journey, it will help immensely if you know what your customers are trying to achieve. It’s often represented visually as a customer journey map.

Major target actions are purchases, orders or inquiries.

A diagram that illustrates the steps your customer (s) go through in engaging with your company, whether it be a product, an online experience, retail. This exercise helps businesses step into their customer’s shoes and see their business from the customer’s perspective. Ultimately, all of these interactions add up to the customer’s journey, from first becoming aware of your offerings through to making the final purchase decision. When you create a successful customer journey, you’re able to reduce costs, increase revenue, and establish and nurture customer loyalty.