Offer the customer a positive experience and he will come back more often and buy more … Easier said than done!
In the customer journey along the different touchpoints or contact moments with your organization, your customer has positive and sometimes less positive experiences. In our customer journey mapping workshops, we will look for the opportunities to create a memorable customer experience. We convert these opportunities into concrete actions, and then determine how the customer experience or NPS has improved.
Positive peak moments and a memorable ending
These days, a good product or quality service is no longer enough to stand out. A great customer experience is. It is simply a characteristic of people that, when they think back on an experience, they only remember the highlights – ‘the peaks’ – and the end. So in an optimal customer journey, we create positive peak moments and a surprising end moment. In this way, we work towards more fans and promoters, and a higher turnover of your product or service.