{"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\/nl\/customer-journey-2\/","title":{"rendered":"CUSTOMER JOURNEY"},"content":{"rendered":"<div class=\"row\"  id=\"row-957202092\">\n\n\t<div id=\"col-1680866304\" 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-540162039\" class=\"text\">\n\t\t\n<h2><span style=\"color: #023b7e;\"><strong>CUSTOMER JOURNEY<\/strong><\/span><\/h2>\n\t\t\n<style>\n#text-540162039 {\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;\"> Omschrijving<\/span><\/strong><\/p>\n<p>Met de Customer Journey (de klantreis) breng je de hele tijdslijn van ori\u00ebntatie tot en met het afscheid van de klant met jouw product\/dienst in kaart of zoom je in op een specifieke fase in een proces. Hiermee breng je in kaart waarom de klant doet wat hij of zij doet en hoe zij de interactie ervaren met de organisatie en\/of dienst (touch points). Daarbij maak je gebruik van smileys om de gemoedstoestand bij elk touch point te visualiseren.<\/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>Wanneer<\/strong><\/span><\/p>\n<p>In de fasen Beeldvormen, Analyseren probleem en Borgen resultaten.<\/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;\">Doelen<\/span><\/strong><\/p>\n<p>Het opstellen van de Customer Journey geeft je inzicht in het proces dat je klanten doorlopen met jouw organisatie. Van het ontstaan van de behoefte van de klant tot en met de laatste interactie met als uiteindelijk doel alle touch points met de organisatie in kaart te krijgen om zo visueel te hebben hoe klanten bij jouw organisatie terechtkomen en wat hun motieven zijn om tot het afnemen van je product of dienstverlening over te gaan.<\/p>\n<p>Het invullen van een Customer Journey helpt bij het bouwen van empathie.<\/p>\n<div class=\"row\"  id=\"row-1167487295\">\n\n\t<div id=\"col-477458452\" 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\" \/> Stappen<\/p>\n<ol>\n<li>Klantprofiel: selecteer een doelgroep (bijvoorbeeld aan de hand van een persona-profiel of voorgaand onderzoek).<\/li>\n<li>Journey Fases: richt de verschillende fases in door de acties uit te werken die nodig zijn om het gewenste doel te bereiken van begin tot eind.<\/li>\n<li>Rol: bepaal de gewenste rol in het proces.<\/li>\n<li>Emotionele status: sta stil bij de emotionele status van de klant en denk na hoe iemand zich voelt bij de activiteit.<\/li>\n<li>Context: bepaal de omgeving waarin degene actief is.<\/li>\n<li>Touch points: som een lijst van contactpunten op waarin de persoon interactie heeft met de dienst, service of organisatie (afhankelijk van de gekozen uitdaging).<\/li>\n<li>Data: som relevante informatie op die gebruikt kan worden bij het verbeteren van de klantenreis.<\/li>\n<li>Kansgebieden: beschrijf wat er volgens jou verbeterd kan worden binnen de klantenreis.<\/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>Stel persona\u2019s (klantprofielen) op, zodat klantreizen van verschillende soorten klanten inzichtelijk gemaakt kunnen worden.<\/li>\n<li>Bij het invullen maak je direct onderscheid tussen hoofd- en bijzaken, wat helpt om nieuwe kansen te identificeren die uiteindelijk bijdragen aan het behalen van de doelen van de klant.<\/li>\n<\/ul>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n\n\t<div id=\"col-669450901\" 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;\">Voorbeelden<\/span><\/strong><\/p>\n\t<div class=\"img has-hover afgerond x md-x lg-x y md-y lg-y\" id=\"image_1327978259\">\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_1327978259 {\n  width: 100%;\n}\n<\/style>\n\t<\/div>\n\t\n<p><span style=\"color: #023b7e;\"><strong><em>Fiiguur: Kaart van een 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_972323453\">\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-803769077\">\r\n\r\n\n\t<div id=\"col-303503254\" 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_493223279\">\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_493223279 {\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-1617065551\" 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>Voor meer vragen over dit onderwerp<\/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_972323453 {\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>\n","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\" 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