{"id":6143,"date":"2023-07-09T17:50:04","date_gmt":"2023-07-09T15:50:04","guid":{"rendered":"https:\/\/www.improven.nl\/?page_id=6143"},"modified":"2023-07-09T17:50:12","modified_gmt":"2023-07-09T15:50:12","slug":"customer-journey-2","status":"publish","type":"page","link":"https:\/\/www.improven.nl\/en\/customer-journey-2\/","title":{"rendered":"CUSTOMER JOURNEY"},"content":{"rendered":"<div class=\"row\"  id=\"row-977911095\">\n\n\t<div id=\"col-647215175\" class=\"col small-12 large-12\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n\t<div id=\"text-3606711943\" class=\"text\">\n\t\t\n<h2><span style=\"color: #023b7e;\"><strong>CUSTOMER JOURNEY<\/strong><\/span><\/h2>\n\t\t\n<style>\n#text-3606711943 {\n  text-align: center;\n}\n<\/style>\n\t<\/div>\n\t\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Afbeelding1.png\" alt=\"\" width=\"13\" height=\"16\" \/><strong><span style=\"color: #023b7e;\"> Description<\/span><\/strong><\/p>\n<p>With the Customer Journey you map the entire timeline from orientation to the customer's departure with your product\/service, or zoom in on a specific phase in a process. With this, you map out why the customer does what he or she does and how they experience the interaction with the organisation and\/or service (touch points). In doing so, you use smileys to visualise the state of mind at each touch point.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Afbeelding2.png\" alt=\"\" width=\"15\" height=\"15\" \/> <span style=\"color: #023b7e;\"><strong>When<\/strong><\/span><\/p>\n<p>In the phases Imaging, Analysing problem and Securing results.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Afbeelding3.png\" alt=\"\" width=\"18\" height=\"18\" \/> <strong><span style=\"color: #023b7e;\">Goals<\/span><\/strong><\/p>\n<p>Creating the Customer Journey gives you insight into the process your customers go through with your organisation. From the creation of the customer's need to the final interaction with the ultimate goal of mapping all touch points with the organisation in order to have a visual of how customers come to your organisation and what their motives are for buying your product or service.<\/p>\n<p>Completing a Customer Journey helps build empathy.<\/p>\n<div class=\"row\"  id=\"row-248222331\">\n\n\t<div id=\"col-483866814\" class=\"col medium-6 small-12 large-6\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Afbeelding4.png\" alt=\"\" width=\"14\" height=\"17\" \/> Steps<\/p>\n<ol>\n<li>Customer profile: select a target group (e.g. using a persona profile or previous research).<\/li>\n<li>Journey Phases: set up the different phases by working out the actions needed to achieve the desired goal from start to finish.<\/li>\n<li>Role: define the desired role in the process.<\/li>\n<li>Emotional status: dwell on the customer's emotional status and consider how someone feels about the activity.<\/li>\n<li>Context: define the environment in which the person operates.<\/li>\n<li>Touch points: sum up a list of touch points in which the person interacts with the service, service or organisation (depending on the chosen challenge).<\/li>\n<li>Data: sum up relevant information that can be used in improving the customer journey.<\/li>\n<li>Opportunity areas: describe what you think can be improved within the customer journey.<\/li>\n<\/ol>\n<p><span style=\"color: #023b7e;\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Afbeelding6.png\" alt=\"\" width=\"12\" height=\"17\" \/><strong> Tips:<\/strong><\/span><\/p>\n<ul>\n<li>Establish personas (customer profiles) so that customer journeys of different types of customers can be understood.<\/li>\n<li>When completing it, you immediately distinguish between main and side issues, which helps identify new opportunities that ultimately contribute to achieving the client's goals.<\/li>\n<\/ul>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n\n\t<div id=\"col-1874103366\" class=\"col medium-6 small-12 large-6\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n<p><img loading=\"lazy\" decoding=\"async\" style=\"color: #555555;\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/Afbeelding5.png\" alt=\"\" width=\"20\" height=\"10\" \/><span style=\"color: #555555;\">\u00a0<\/span><strong style=\"color: #555555;\"><span style=\"color: #023b7e;\">Examples<\/span><\/strong><\/p>\n\t<div class=\"img has-hover afgerond x md-x lg-x y md-y lg-y\" id=\"image_413750385\">\n\t\t\t\t\t\t\t\t<div class=\"img-inner dark\" >\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"856\" height=\"1024\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/customer-journey-856x1024.png\" class=\"attachment-large size-large\" alt=\"\" srcset=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/customer-journey-856x1024.png 856w, https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/customer-journey-334x400.png 334w, https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/customer-journey-768x919.png 768w, https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/customer-journey-10x12.png 10w, https:\/\/www.improven.nl\/wp-content\/uploads\/2023\/07\/customer-journey.png 1015w\" sizes=\"auto, (max-width: 856px) 100vw, 856px\" \/>\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\n<style>\n#image_413750385 {\n  width: 100%;\n}\n<\/style>\n\t<\/div>\n\t\n<p><span style=\"color: #023b7e;\"><strong><em>Fiigure: Map of an employee journey<\/em><\/strong><\/span><\/p>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n<\/div>\n\n\t<section class=\"section dark\" id=\"section_564279448\">\n\t\t<div class=\"section-bg fill\" >\n\t\t\t\t\t\t\t\t\t\n\t\t\t\n\n\t\t<\/div>\n\n\t\t\n\n\t\t<div class=\"section-content relative\">\n\t\t\t\r\n\r\n<div class=\"row align-middle\"  id=\"row-1338177958\">\r\n\r\n\n\t<div id=\"col-632417615\" class=\"col medium-3 small-12 large-3\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\r\n\r\n\t<div class=\"img has-hover afgerond x md-x lg-x y md-y lg-y\" id=\"image_441107221\">\n\t\t\t\t\t\t\t\t<div class=\"img-inner dark\" >\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2021\/12\/banner_andrevanhofwegen-5416.jpg\" class=\"attachment-large size-large\" alt=\"\" srcset=\"https:\/\/www.improven.nl\/wp-content\/uploads\/2021\/12\/banner_andrevanhofwegen-5416.jpg 400w, https:\/\/www.improven.nl\/wp-content\/uploads\/2021\/12\/banner_andrevanhofwegen-5416-150x150.jpg 150w, https:\/\/www.improven.nl\/wp-content\/uploads\/2021\/12\/banner_andrevanhofwegen-5416-300x300.jpg 300w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/>\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\n<style>\n#image_441107221 {\n  width: 100%;\n}\n<\/style>\n\t<\/div>\n\t\r\n\r\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\r\n\n\t<div id=\"col-498848792\" class=\"col medium-9 small-12 large-9\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\r\n<h2>For more questions on this topic<\/h2>\r\n<a href=\"tel:+31620490982\" class=\"button white is-outline\" style=\"border-radius:99px;\">\n\t<i class=\"icon-phone\" aria-hidden=\"true\"><\/i>\t<span>+31 6 20 49 09 82<\/span>\n\t<\/a>\n\r\n\r\n<a href=\"mailto:andre.van.hofwegen@improven.nl\" class=\"button white is-outline\" style=\"border-radius:99px;\">\n\t<i class=\"icon-envelop\" aria-hidden=\"true\"><\/i>\t<span>Andre van Hofwegen<\/span>\n\t<\/a>\n\r\n\r\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\r\n\r\n<\/div>\r\n\r\n\t\t<\/div>\n\n\t\t\n<style>\n#section_564279448 {\n  padding-top: 30px;\n  padding-bottom: 30px;\n  background-color: #163152;\n}\n<\/style>\n\t<\/section>\n\t\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"cybocfi_hide_featured_image":"","footnotes":""},"class_list":["post-6143","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>CUSTOMER JOURNEY - Improven<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.improven.nl\/en\/customer-journey-2\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CUSTOMER JOURNEY\" \/>\n<meta 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