We work with a tested procedure. In doing so, it is important for us to be inclusive. Our approach assumes that your customers and employees can make a valuable contribution in selected process steps. We work with surveys, data analysis, interviews and workshops to gather relevant information from key stakeholders. This leads to your customers and employees identifying more. We analyze each touchpoint and give you clear action items per touchpoint. In the Journey Map concept, you receive sound analyses, concrete measures and a clear roadmap about the next steps.
In order for a customer journey analysis to be carried out, we first recommend creating a persona. At Faktor K, this is always based on data analyses, customer surveys and target group analyses. Through the subsequent customer journey mapping, you can see where there is potential for optimizing all your touchpoints and which touchpoints are important for which target groups. We work with building blocks and develop the right approach for your customer journey together with you.
- Data analysis of the customer journey
- Customer surveys
- Target group analysis
- Target/Actual Customer Journey Map
- Touchpoint optimization concept with concrete measures
- Coaching and support during implementation
Look through the eyes of your clientele and you get:
- All touchpoints and marketing channels at a glance
- Concrete optimization proposals per touchpoint
- Better understanding of customer preferences and behavior
- Clear target/actual situation per touchpoint including measures
- Putting aside the internal view, putting on customer glasses
Companies that trust us for customer journey analysis
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With our Customer Journey Analysis, you will learn to understand your customers’ behavior and preferences. You start to see through the customer’s glasses. This means: You experience what it means to be able to empathize with the customer. Our customers appreciate that we, as a customer journey agency, optimize all touchpoints or selected channels such as websites with our analysis. In doing so, we emphasize a foundation on data analyses, customer surveys and target group analyses, so that our statements are validated and comprehensible. Our concepts are concrete and often include more than 120 concrete optimization measures in addition to the strategy. Of course, we also support them during implementation and help to continuously improve your customer journey.