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 poor, initiating the necessary countermeasures.

With the help of a customer map and the associated coordinate system, you can see exactly this. In addition, you can also include the respective responsibility for a touchpoint in this map, so that you always have an eye on which area countermeasures need to be initiated. If customer service is inadequate, for example, you have to start with the HR department, while an inactive social media presence is clearly the task of marketing.

Add-on principle

The add-on principle describes a measure in which simply optimizing customer satisfaction is no longer sufficient for more efficient touchpoints. Instead, new points of contact must be established and new channels opened up. Here, too, the customer journey measure can be helpful. In this way, it can be read off where there are comparatively few or many weak points of contact. It is often precisely at this point that it makes sense to integrate new channels. At the same time, of course, this should happen with an eye and a sense of customer needs. Instead of creating new touchpoints indiscriminately and causing unnecessary additional costs for your company, you should first precisely define the relevance of new touchpoints. It can be helpful to compare your own customer journey with that of your direct competition in order to recognize where the potential of some channels has not yet been used and which touchpoints can be added in this context. But also regularly following changes of direction and innovations and quickly jumping on the bandwagon of new trends can be a good opportunity.

Conclusion

Always keep in mind that the success of a customer journey is limited if you do not work on it regularly. After all, trends, changes in direction and new tendencies change customer paths, needs and demands again and again. Sometimes it is enough to just tweak the existing touchpoints a little to bring customer satisfaction back to a higher level. At other times, however, it might make sense to integrate new points of contact into the customer journey, e.g. by opening up new channels, so that you can continue to stay close to the customer.

In general, it is best if you always keep an eye on both options and remain open to new approaches. After all, you should always look at the customer journey from the customer’s point of view and not from your own comfort zone. This is the only way you can guarantee that you are taking the right measures that are really tailored to your target group.

Successful web project via Projektify

A customer journey is always helpful when you are trying to optimize your website in a user-friendly and profitable way.

Perhaps you are currently still looking for the right web project? You are at the right place at Projektify with this concern! As a free platform, our association offers you support in buying and selling web projects. Please have a look at ours for more details Show !

But even if you want to sell an existing web project, we can support you. With us you can create a sales offer for free. To do this, just click here .

We are also happy to advise you with our regular blog articles on various topics relating to online business and the management of web projects. We focus particularly on the topics Part-time self-employment , insolvency and Corporate succession . So feel free to read through our other articles.

 

Did you like this post? Then support Projektify eV and its members with a voluntary donation or simply by clicking on one of the banners of our advertising partners. Many Thanks!

We offer guest articles and sponsored posts

You have your own, interesting thoughts around the theme world of the blog and would like to share them in a guest article on my blog? - But gladly! You can thereby address customers and professionals.

Gendernote: I have used the masculine form for ease of reading. Therefore, unless an explicit distinction is made, it always refers to women, diverse as well as men, and people of all origins and nations. Read more

Spelling: I translated my German Blog to English - so you can also read my Recommendations. Please be sorry if this English is not so good.




Image-Source Titlepicture: Fotolia.de 2016 – buyed License
Auctionify-Team
Author

We are the international Version of Projektify.de a Marketplace for buying and selling webprojects. We give here recommendations for online-businesses and offer a tool for M&A Companies.

By continuing to use the site, you agree to the use of cookies. more information

The cookie settings on this website are set to "allow cookies" to give you the best browsing experience possible. If you continue to use this website without changing your cookie settings or you click "Accept" below then you are consenting to this.

Close