Develop the customer journey
Posted: Tue Jan 07, 2025 6:05 am
1. Know your customer
With an omnichannel strategy, the entire company is designed around the needs of the consumer. The consumer no longer sees channels. He moves seamlessly through the entire network of channels. He wants to shop in his own way, where and when he wants. He increasingly makes combinations of channels. He orients himself on his tablet and looks at product specifications. He orders online, but picks up his order in the store. The consumer chooses the channels that fit his situation and needs and that differs from moment to moment. The company must be set up in such a way that it can serve the consumer optimally and also retain the consumer. It is therefore important to analyze the target group as well as possible and to know its needs.
In short, the customer journey is the journey that the customer makes from the moment the need for a product arises to the purchase and after-service. As a retailer, make sure that you are with the customer from the moment of inspiration. By knowing where the consumer performs which steps in the purchasing process, a customer journey can be designed. This makes it clear which channels and touchpoints are still missing within a company to meet the needs of the consumer. This macedonia phone data also makes it clear which stages in the purchasing process he wants to perform in which channel or with which touchpoint. Each channel is assigned its own function. By offering all stages of the purchasing process to the customer as a retailer, they will be less likely to switch to the competitor.
Customer journey
Example of a customer journey worked out in a diagram (click on the image to enlarge)
3. Create a unified and synchronized brand experience
Just offering a product or service is no longer enough these days. The consumer expects an experience . This can create added value to the product, making the 'price' factor less important and the consumer more loyal and willing to pay more.
With an omnichannel strategy, the entire company is designed around the needs of the consumer. The consumer no longer sees channels. He moves seamlessly through the entire network of channels. He wants to shop in his own way, where and when he wants. He increasingly makes combinations of channels. He orients himself on his tablet and looks at product specifications. He orders online, but picks up his order in the store. The consumer chooses the channels that fit his situation and needs and that differs from moment to moment. The company must be set up in such a way that it can serve the consumer optimally and also retain the consumer. It is therefore important to analyze the target group as well as possible and to know its needs.
In short, the customer journey is the journey that the customer makes from the moment the need for a product arises to the purchase and after-service. As a retailer, make sure that you are with the customer from the moment of inspiration. By knowing where the consumer performs which steps in the purchasing process, a customer journey can be designed. This makes it clear which channels and touchpoints are still missing within a company to meet the needs of the consumer. This macedonia phone data also makes it clear which stages in the purchasing process he wants to perform in which channel or with which touchpoint. Each channel is assigned its own function. By offering all stages of the purchasing process to the customer as a retailer, they will be less likely to switch to the competitor.
Customer journey
Example of a customer journey worked out in a diagram (click on the image to enlarge)
3. Create a unified and synchronized brand experience
Just offering a product or service is no longer enough these days. The consumer expects an experience . This can create added value to the product, making the 'price' factor less important and the consumer more loyal and willing to pay more.