We research what customers actually experience and depict this as an emotion curve along the customer journey.
For the example company, there is a clear need for improvement in the search for information on the website (2), in the commissioning of the products (7) and in the cancellation process (14).
Together with the project team, we find out where the most important moments of truth lie along the customer journey, i.e. where do we expect to have the greatest influence on customer acquisition, retention or win-back as well as recommendation? For these moments, we create measures together in the project team, for example in the form of storyboards or business model canvases.
Even after the development of ideas, we support the implementation of measures with mind-setting and evaluation tools to keep the focus on customer centricity, for example through customer journey mapping, jobs-to-be-done, personas and usability testing. Or we accompany you during and after the launch with communication tests (pre- and posttests), real-time feedback, customer trials, satisfaction measurements or KPI monitoring.