Knowing how your customer responds
How does your customer respond to your company, product, service or concept? We research this by means of a customer journey. A customer journey is a representation of a customer’s interaction with your company and your marketing, sales and service processes. Through this research, we reveal how successful you have been in designing your customer process. We also demonstrate any potential for improvements in customer contact, in order to achieve an optimum customer experience as a whole. For the customer journey research, one of the tools we use is ‘The Customer Journey Sketchboard’ developed by service designer Mel Edwards. It is one of the most detailed ways of representing customer journeys. It covers a series of different phases in the customer experience, including inspiration, decision-making and purchase, and also encompasses the customer’s emotion.
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