A customer journey analysis unveils how different groups of customers use various customer touchpoints, i.e., OOH, TV, social media, but also friends and family or other word-of-mouth. We tackle this with in-depth interviews and customer surveys in order to understand, which journeys different customer personas take when they make their purchase decisions.
• Which touchpoints are used / looked for by a given customer segment?
• Which transitions are there between the touchpoints? How should they be connected?
• How satisfied are customers with the available touchpoints (owned or influenced by the brand)?
• Which problems arise throughout the journey (e.g., usability, inconsistent tonality)?
• When are decisions made in the purchase process? How can they be supported / influenced?
• It provides insights for the holistic optimization of the customer journey, customer experience and customer conversion.
A customer segmentation, if no customer segments and personas are available. Media studies such as the Touchpoint Analyzer for generic data.
The analysis can be done either explorative or as a survey.
The analysis can be conducted either exploratory or as a survey.
A customer journey map is typically a diagram that shows all the possible stages of a customer's interaction with a brand/company. There are four key components to a customer journey map:
• Customer stages
• Buyer personas
• Touchpoints with customers