Customer Journey

Embark on your own customer journey by monitoring the customer’s experience. In customer sessions, you and your staff can gain a sense of a customer’s practical experience and also find out what is effective in influencing this experience.

What is it?

It is extremely encouraging and motivating for staff to experience that customers are actually people who thrive on attention. Staff also gain an increased understanding of the way customers respond and become better able to empathise with customers.

Increasing numbers of organisations are starting to realise that the services they offer involve much more than just deliverables alone. The emotional experience relating to the service, product or contact with the organisation can often prove decisive in terms of customer loyalty. This makes it necessary for organisations to look beyond the service, product or specific customer interaction. So it is important to start at the very origin of this interaction with the organisation. Take the following example: a customer receives an invoice and looks at it, finding lots of figures that are unclear. So the customer has a question about the invoice and tries to find out how to contact the organisation.

How does it work? / What is the result?

In a customer focus group discussion, this customer journey is examined, looking at much more than just services. In the two- to three-hour session, the experience relating to the service is discussed, with a particular focus on a specific theme and the experience of functional satisfaction. An example of a theme could be a specific customer interaction, for example with a customer services department where the issue of asking a question could be discussed. Based on this focus group discussion, a report will be compiled featuring the most important results and there are also options for monitoring the focus group live or viewing it later on DVD. This provides marketing, account management and other departments involved with a sense of and a feeling for the journey experienced by a customer. Find out what your customers really experience and share the results with your organisation.