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…

You have probably heard of the principle of the customer journey online ?! Especially if you own a web project with the intention of selling goods or services, it is important for you to attract as many visitors as possible to your site and to convince them of your offer. However, this process is not always easy. Because even if you take various measures for Generate traffic a lot can happen from the first point of contact with your product or the offer of your service. For this reason, it often makes sense to keep an eye on the customer journey of your target group. What does customer journey mean anyway? The term “customer journey” comes from the field of marketing and describes the individual process of a customer from the experience through a product or service to the actual purchase. Because between these two steps there is often a…