Customer Journey – understanding and winning Customers

To increase your sales and attract new customers, you need to know your target audience across all touchpoints with your company. From advertising and the shopping experience to price, customer service and your loyalty programmes.

Understand all of your customers’ interactions with your company and make targeted investments. By better understanding your customers’ needs, preferences and challenges, you can make informed decisions, optimise the customer experience and increase your business success.

Do you understand your customers?

Business owners are often convinced they know their customers intimately, but with all the daily challenges and changes, crucial details can easily be overlooked. The right price, effective marketing to product selection or customer service.

Active insights

Don’t rely on online reviews, ask your customers directly.

✔ Surveys
✔ Mystery Shopping
✔ Interviews
✔ Employee surveys

External data

We collect and structure all available public information.

✔ Google Reviews
✔ Social media feedback
✔ Blogs and articles
✔ And much more

Internal data

They are a goldmine, only the findings hard to salvage.

✔ Customer databases
✔ Call center
✔ Other surveys
✔ Email campaigns

CUSTOMER JOURNEY

Attention: Reach the right customers at the right time through target group analysis and thereby increase the efficiency of marketing campaigns.

Decision: Understand your customers’ needs and adapt the offer. By asking clever questions directly after the purchase, we can reduce negative comments and increase positive ones.

Purchase: Optimise the product or service based on customer data through the different perspectives of the target groups and uncover hidden potential.

Service: Improve quality through analytical understanding of customer problems, thereby reducing the number of customer contacts and service costs.

Loyalty: Loyalty programmes increase long-term loyalty to your company and a higher recommendation rate leads to viral growth.

Our Process

Step 1

Collect Data

First, we analyse your current business process. Then we analyse all existing data, from online reviews, CRM data from the call centre and sales to strategically placed surveys.

Step 2

Analysis and Clustering

Our team of experts analyses the collected data, decodes hidden customer needs and structures the feedback. As a result, we identify crucial pain points and moments of truth on your customer journey, evaluate their impact and prioritise them according to their importance.

Step 3

Targeted Personas

With the data generated by our analysis, we create precise personas that deepen your understanding of your target audience. These personas reflect how your customers interact with your business and provide insights into their needs and behaviours. With this knowledge, you can target marketing efforts, products and services to these personas, improving their experience and loyalty to your business in the long term.

Step 4

Customer Journey

Based on the personas created and the data obtained, we trace the customer journey of your customers. This visual representation of the customer journey through your company reveals touchpoints, challenges and opportunities. The advantage: It enables all departments – from marketing and sales to product development and customer service – to have a uniform understanding of your customers and their interactions with your company. This allows all areas to take targeted action to optimise the customer experience.

Step 5

Customer-Oriented Implementation

Based on the results achieved, we offer comprehensive support – from optimising processes to marketing strategies and loyalty programmes. We provide you with the appropriate guidelines and accompany you during the individual implementation.

Why customer centricity is important: statistics you need to know

Customer satisfaction has a significant impact on the financial success of your business. Prioritising customer satisfaction can lead to increased sales and long-term growth opportunities.

Just a 5% increase in customer loyalty can increase profits by 25 to 95%. (source: Harvard Business Review).

Customer-focused companies are 60% more profitable than their competitors (source: Deloitte).

A 1% improvement in customer satisfaction leads to a 2.28% increase in sales growth (source: Journal of Marketing).

Check Plans

Industry Examples

Industry-specific success through customer journey solutions. Click here to read more success stories and learn how customer analytics can help your business.

E-commerce

Action: Conduct customer surveys and analysing CRM data.

Insight: Tracking information was unclear, causing frustration and anxiety.

Conclusion: Improve customer satisfaction with transparent shipment tracking.

SaaS

Action: Investigation of user forums.

Insight: Customers have created their own materials and instructions because of the lack of online help.

Conclusion: Get ahead of your customers and solve the main problems in your product and set up appropriate help channels with up-to-date information.

Hotel/Restaurant

Action: Verifying online reviews and conducting surveys.

Insight: The guests appreciated small, personal attentions such as welcome notes.

Conclusion: Increase your guests’ satisfaction and loyalty with attentive, personal gestures.

Healthcare

Action: Interviewing patients and analysing CRM data.

Insight: Patients felt rushed during appointments, which reduced their trust in providers.

Conclusion: Increase patient satisfaction and trust by promoting a more patient-centred approach to care.

Retail


Action: Conduct customer surveys on in-store experiences.

Insight: Customers felt stifled by excessive promotional materials and cluttered displays.

Conclusion: Increase sales and customer satisfaction by creating a clean, visually appealing store environment that effectively highlights products.

Real Estate

Action: Analysing CRM data and conducting surveys with customers.

Insight: Customers appreciated the proactive communication about potential offers that matched their preferences.

Conclusion: Increase your customers’ satisfaction and loyalty by understanding their needs and providing customised real estate recommendations.

Customer-Oriented Business


✔ Optimize homepage
✔ Targeted offers
✔ Customer-oriented products
✔ Customer Funnel
✔ Design Thinking

Target Group Marketing


✔ Persona-based ads
✔ Personalized newsletter
✔ Social media strategy
✔ Content Marketing/Blogs
✔ FAQ from your customer

Loyalty and Service

✔ CRM improvements
✔ Chat Bot
✔ Automated Journey Emails
✔ Service FAQ

That sounds good! How can we work with you?

① Explore our industry pages or contact us via chat or contact form to find out how we can specifically support your business. Then choose one of our customized packages that best suits your needs.

② After your order, we will send you all the necessary materials, including surveys for your customers. In addition, we immediately begin collecting public data and evaluating the information you provide.

③ Finally, our team of experts will evaluate the collected data and survey results, identify customer pain points, create personas, and design customer journeys. We summarize all the findings for you in a comprehensive report.

④ As a final optional step, our experts and partners are available to help you implement materials, products and strategies based on the findings. While you will receive most of the information in our one-time or monthly reports, we are also happy to actively assist you with implementation.

Who are we?

Our expert team has extensive knowledge in customer experience and customer journey management for companies of all sizes, including start-ups. Our goal is to develop innovative and targeted solutions that deliver results while reigniting your passion for your business. Together we aim to create memorable customer experiences and elevate your brand.

Read more

Frequently Asked Questions (FAQs)

Optimizing the customer journey is about understanding, mapping, and improving the different stages your customers go through when interacting with your business. By optimizing this journey, you can improve customer satisfaction, increase customer loyalty, and boost sales.

Understanding one’s own but also potential customers is important for any business, even if the customers are not classic end customers. It is essential for creating positive impressions, increasing customer loyalty and ultimately generating more sales and growth.

Absolutely. It is also important for small businesses to understand their customers in order to grow quickly and strengthen customer loyalty. It helps make better use of resources, target high-value customers, and create a more satisfying customer experience, resulting in more sales and customer loyalty.

Optimizing the customer journey leads to higher customer satisfaction and loyalty, which in turn leads to higher customer retention rates. The result is higher revenues and lower costs for marketing, sales and customer service.

Our services are tailored to companies of all sizes and budgets. We understand the financial constraints small businesses face and offer cost-effective solutions. If you have any questions about our packages, just contact us.

Our experienced team of professionals will work closely with you to understand your unique needs and develop customized strategies to improve the customer experience. We have experience in various industries.

No problem! We can help you gather the data you need to better understand your customers and their interactions with your business. Based on this information, we then develop effective strategies to optimize their experience.

Yes, we provide end-to-end support for implementing the changes and improvements identified during the Customer Journey optimization process. From the development of materials to the integration of CRM systems, we are with you every step of the way to ensure successful results.

Contact

Do you have questions or need help? Use the form and we will contact you as soon as possible.