CUSTOMER JOURNEY

Along the different touch points

 

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CUSTOMER JOURNEY

Customer journey covers all touch points

The ‘customer journey’ refers to all touch points or phases, which the customer goes through looking for a product or service. The better the customer experience in these different touch points, the bigger the chance that the customer will buy the product or service and will be recommending it (NPS).

Multi-value can accompany you in measuring and improving the various touch points in the following phases in which the client:

  • Is still considering the product or service
  • Is ready to make a purchase decision
  • Is already using the product or service (i.e.after-sales scan )

WHY?

Make it memorable for the customer

A good product or quality service are not enough anymore to stick out of the crowd. It is an unforgettable customer experience. It is human nature that when looking back to an experience only the highlights come forth, the so-called climax makes all the difference. In an optimal customer journey, we create positive highlights and a surprising conclusion. Thus, we work to get more fans and ambassadors, that will lead to higher sales.

JOURNEY MAPPING

Phased plan

Step 1 Why do you do what you do as a business?

Before you start with the customer journey, it’s important to know what makes your business unique. Self-confidence gives you a higher chance for success ( DISC ). Moreover, the personality and the culture of your business show how you react to the customers’ needs.

Step 2 Step into the shoes of your customers!

Ask your customers how their experience made them happy or unhappy and why they would recommend your company, or not. ( NPS )

Step 3 Feedback of the experiences of your customers with the employees

Make every employee in your business responsible for the satisfaction of your customers. Motivation and engagement are the keys to success. Discover how the employees can take up initiative themselves, in order to make the customers happy and develop new ideas for an unforgettable customer satisfaction in the future.

Step 4 Let improvement flow into your DNA!

It is important that you develop practical, simple and useful methods for improvement in the whole organisation. The participation and commitment of all employees is essential.

“You’ve got to start with the customer experience and work backwards to the technology.”

Steve Jobs

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Would you like to know more on the customer journey? Ask your question here.

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