Phases in the customer journey
Posted: Mon Dec 23, 2024 5:50 am
There are books full of the customer journey. All of these books discuss the phases that ultimately lead to the gospel of the loyal customer. Although there are different models, you can say that the customer journey roughly consists of the following five phases:
isruption is not a big 'big bang'. It is rather the opposite. Change usually comes about thanks to idiosyncratic individuals. Pioneers who do not think and work in silos, but who go along, above, below, around or, if necessary, through them. Digitalization, technology and data accelerate our power to innovate. It leads to new insights that allow companies to get to know the consumer better and offer more relevant and valuable products or services. My advice: don't wait, but start and learn immediately.
Unfortunately, I still often hear excuses for not starting with innovation: “Yes, we want to, but we can’t because tool x, y, or z is missing.” It’s about starting and learning right away. Create a team of hong kong phone number search people who dare to think differently and want to share knowledge. If necessary, build expertise with a flexible group of people outside your own organization. Start a multidisciplinary team.
Work from a clear goal and do everything to achieve it. 'No' is not an option, we are moving towards a 'yes'. In this way, a team learns where organizational bottlenecks lie and people become familiar with a different way of working. Create, try, stumble, get up and continue. We have seen in practice that this applies to large (and complex) consumer brands, but also to smaller brands.
How? Nine tips and conditions:
1. Choose a clear goal
Go for a real 'challenge', that really adds value. Such a goal is for example to increase the customer lifetime value and the total company volume by adding relevance and innovation in communication. For example, in a large organization as well as in a smaller one, you can implement an omnichannel contact strategy that combines the different sources of online and offline data.
isruption is not a big 'big bang'. It is rather the opposite. Change usually comes about thanks to idiosyncratic individuals. Pioneers who do not think and work in silos, but who go along, above, below, around or, if necessary, through them. Digitalization, technology and data accelerate our power to innovate. It leads to new insights that allow companies to get to know the consumer better and offer more relevant and valuable products or services. My advice: don't wait, but start and learn immediately.
Unfortunately, I still often hear excuses for not starting with innovation: “Yes, we want to, but we can’t because tool x, y, or z is missing.” It’s about starting and learning right away. Create a team of hong kong phone number search people who dare to think differently and want to share knowledge. If necessary, build expertise with a flexible group of people outside your own organization. Start a multidisciplinary team.
Work from a clear goal and do everything to achieve it. 'No' is not an option, we are moving towards a 'yes'. In this way, a team learns where organizational bottlenecks lie and people become familiar with a different way of working. Create, try, stumble, get up and continue. We have seen in practice that this applies to large (and complex) consumer brands, but also to smaller brands.
How? Nine tips and conditions:
1. Choose a clear goal
Go for a real 'challenge', that really adds value. Such a goal is for example to increase the customer lifetime value and the total company volume by adding relevance and innovation in communication. For example, in a large organization as well as in a smaller one, you can implement an omnichannel contact strategy that combines the different sources of online and offline data.