What is a Customer Journey?

What is a customer journey & why your business should have one? We know how to create great customer experiences within your business but do you actually know what a customer journey is and why your business should have one?‍

What is a customer journey?Put simply, a customer journey is the series of steps that you want a customer to experience when they use one of your services.

‍Why should my business have customer journeys in place?Customer journeys are important because they allow you to map the behaviour of customers when they experience your business. This is done both physically and electronically. You can record a customer’s spend, store that they have connected to your WiFi, identify opportunities to upsell and reward them for loyalty - all through identifying the desired customer journey within your business.We offer a number of services to help you put in place a customer journey that leads to loyal customers. We identify ways to utilise data that generates revenue for your business; both in-house and online.

‍Maximising revenue throughout your customer journey. A customer journey allows you to guide the behaviour of customers - prompting them with an automated call to actions at the opportune moment. Our CRM is able to analyse the data from all of your customer touchpoints to understand how to deliver the maximum ROI from every step of the journey. After agreeing on the process we set automated milestones to ensure that when a customer’s behaviour triggers a milestone they’re informed of the next part of the journey e.g. “It’s your birthday in 4 weeks - would you like to have your birthday party with us?”Every successful business has an in-house customer journey but it’s important to translate your in-house experience into a digital journey. We’re experts at delivering a digital customer experience.

Talk to us about how to deliver yours.