Slide Webshop laten maken Webshop op maat Een professionele webshop voor uw onderneming.
Van een eenvoudige webshop tot complexe webshops
met software integraties.

Ontvang een gratis offerte Een professionele webshop voor uw onderneming.
Van een eenvoudige webshop tot complexe webshops
met software integraties.

Webshop op maat

What to expect?

meer over je doelgroep leren
Would you like to know how you can convey the right message to your target group at the right time via the right medium? Learn more about the customer journey on this page.
customer journey de stappen
Go through and influence the five phases of the customer journey. From the moment your potential customer is aware of his needs and looks for a solution, until the moment he is a satisfied customer.
Ontdek de voordelen
The customer journey is the tool to collect insights about the customer experience. Discover the benefits for your company and thus better respond to the needs of your (potential) customers!
Before a customer makes a purchase, he goes through 20 to 500 interaction moments with your brand, product or organization. How do you make this transparent? And how do you ensure frictionless customer experiences?
Read it here
 

Customer journey mapping

The meaning of the customer journey

It is the journey that a (potential) customer takes from the first contact with your company to the after sale service.

The customer journey is an indispensable step in every company in every sector. It is important to map it out. This way you know which steps your potential customer goes through. From the moment he is aware of his needs and looks for a solution, until the moment he is a satisfied customer. You can anticipate on this. You can influence the buying process and try to draw the customer to your side.

The model consists of five practical steps. The intention is that you respond to the right needs of the customer in the various development stages. You do this by conveying the right message or action at the right time via the right medium to the right recipient.

Customer journey mapping, as shown here, is a visual representation. This simple method provides an overview of the various “touchpoints; that continue throughout the trajectory. It can be applied at any stage of the customer journey. Let’s brainstorm about this.

Below is an image of what the customer journey might look like. This is an example of a lead for NYBE. Let’s make your customer journey too!

Customer journey met stappen en touchpoints

The phases of the customer journey

Awareness

Fase 1: Awareness

The (potential) customer becomes aware of the existence of the need. This is the starting point of the customer journey. He / she will orient himself / herself on a type of product or service.
Consideration

Fase 2: Consideration

The potential customer is now aware of the existence of your company and will look for alternatives whereby a trade-off is made between the providers.
Purchase

Fase 3: Purchase

Good news, the potential customer has chosen you! In this phase a lot of actions take place and therefore also many drop-out moments. Eliminate disturbing or distracting factors.
Retention

Fase 4: Retention

The purchase has been made. Now the customer must remain loyal to your company. This is where “after sales service” comes in. Encourage your customers to place a purchase with you again in the future!

Advocacy

Fase 5: Advocacy

The purchase has been made. Now the customer must remain loyal to your company. This is where “after sales service” comes in. Encourage your customers to place a purchase with you again in the future!

The benefits of the customer journey

  • You get an objective picture of the sales process.
  • You can distinguish yourself from competitors.
  • Insight into how and when your customers interact with your company.
  • Offer a more customer-oriented service.
  • Create a better relationship and trust with the customer.

Interesting articles

Interessante artikelen