Customer journey

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What is the Customer Journey like. How can you gain the best User Experience and monitor the NPS or Emotion of your website or online channel

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Customer journey

  1. 1. Kind of touchpoints Magazines and print stuff (DM, flyers) Television / Radio / sponsoring / outlets Friend to Friend 3rd party Experiences Earned and Bought media Owned sites and applications
  2. 2. Do we have influence? Didnt think so…
  3. 3. Connecting the dots
  4. 4. Experience mapping Easy to find on website Excellent customer serviceNeutral emotion line Inspirative ad Positive shop experience Bad product encounter Negative peers
  5. 5. Again What’s in it for me and Adapt your again product based on experience Customer CentricKnow my buying Tell me a story behavior Know somethin’ about my surf behavior
  6. 6. Learnings Proof your brand is the bestExperience the way your customers might experience you Review all your contactpoints Get to know your ambassadors

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