A Customer Journey is about mapping each step your customers take, from discovering their need to choosing you as a supplier and until they leave you again. We examine each step to see what the customers do, think and experience while in contact with you, your products and your services.
A Customer Journey is an effective analysis tool that gives you the chance to see your performance from the outside, and from a customer perspective. You also get a real picture of your customer experience. Meanwhile, the many customer insights provide a wealth of ideas for optimising and innovating your communication, products and services.
1. Clarification of scope and goals
2. Mapping the steps in your Customer Journey
3. Data collection
4. Designing your future Customer Journey
5. Planning specific measures
The chosen measures are then implemented and the effect is measured and evaluated on an ongoing basis.
A Customer Journey process provides valuable insights into your customers' needs, expectations and challenges and therefore makes a great platform for your future:
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