Customer Journey Design
Analyze the customer journey and create extraordinary customer experiences
Today’s consumers place much higher demands on companies than they used to: They want to communicate and to receive information and service through various channels. Customer journeys therefore run along an array of analog and digital touchpoints and offer companies a wide range of opportunities to differentiate themselves from the competition through positive customer experiences. Specifically at the points that play a central role in each customer's journey: the moments of truth.
But which touchpoints are the truly decisive ones? And how do they need to be designed to reinforce the moments of truth? Our experts carry out a holistic analysis from the point of view of your customers and develop solutions working together with you.
- Holistic analysis of the customer journey from the end customer's point of view
Definition of customer personas, description of individual touchpoints and communication channels, identification of grounds for contact and contact persons
- Development of a customer journey map
Identification of customer requests, gaps or breaks in the customer journey and moments of truth
- Advice from our experts
Deriving recommendations for action to create an optimal customer journey