When it comes to understanding the behavior of your own customers and understanding their needs, the customer journey is a helpful tool to achieve precisely these projects. Ultimately, it helps to visualize the current relationship with its optimization potential and to continuously perfect it. In addition to individual sub-areas such as services, products or customer segments, the customer journey can also be applied to the entire company. Building an efficient customer journey is a process that requires a lot of attention to detail, as the individual touchpoints can have different effects on the customer from different perspectives. The right preparation and a strategic structure are therefore the be-all and end-all. This article will explain exactly how this works. Build a customer journey – in 5 steps! When building the customer journey, there are of course always individual options, so that you should always adapt the individual sub-steps exactly to your…

No question about it, building a customer journey is a real aid in increasing success and profit, especially in terms of user-friendliness and the often associated high conversion rate. At the same time, however, there are always some hurdles when it comes to efficiently implementing the customer journey. In this article we want to clarify which exactly this can be. Challenges along the customer journey Although many web operators and companies know the advantages of the customer journey, many still find it difficult to build one efficiently and successfully. The same hurdles often arise that have to be overcome. Inadequate analysis of the target group An important and often neglected obstacle is the adequate analysis of the target group. However, touchpoints can only have a promising effect on a customer if they are explicitly tailored to them and their needs. To do this, however, the needs of the customer must…

It is not enough to just visually build the customer journey. Optimizing the customer journey is also an important part of success. The aim is to recognize to what extent touchpoints can be optimized or additionally integrated along the customer journey. Optimizing the customer journey – 2 helpful measures Two measures in particular help to identify and use the potential for improvement in the customer journey Customer satisfaction and the Add-on principle . Customer satisfaction The first principle to optimize the customer journey is to measure customer satisfaction. Because theoretically a customer can break off his “journey” at any time. It is therefore important that your target group experiences positive experiences from touchpoint to touchpoint in order to “stay on the ball”. You can only find out whether you can achieve this by analyzing the individual levels of customer satisfaction at each point of contact and, if the quality is…

In order to build a successful customer relationship, it is necessary that you, as the seller, continuously optimize the individual process steps. In turn, you should not only know the individual phases of a customer journey, but should also be able to understand them from the customer’s point of view. The 5 phases of a customer journey There are different models and approaches to what extent the phases of a customer journey are composed, but the one we have described is one of the most common. In addition, all the different images are based on the same principle anyway: a delayed purchase decision by the customer. Phase 1: Awareness In the first phase, the customer is in a problem situation. He is aware that he needs a solution and has become aware of your product or service and has built up interest. Phase 2: Consideration In the next phase, the…