The Customer Experience Journey highlights the customer’s journey from the first point of contact to the purchase and use of a product. Thus, it uncovers customer behaviours and motivations, helping to optimise integrated marketing communication by defining HOW, WHEN and WHERE to place brand content most effectively.

Objective:

The objective of this workshop is to develop a customer experience journey for your brand/product and, to define specific activities for optimising customer contacts to positively influence purchase decisions and loyalty. Our BBF facilitators will explain the theory, share case studies and examples, and empower your team to develop the optimal customer experience journey.

Target Group:

• Multifunctional brand teams (marketing, market research, sales, …)

Content:

• Definition of the customer experience journey and its benefits
• Defining the target group
• Understanding phases and relevant touchpoints and defining them for your brand
• Determine specific measures and agree on the concrete next steps

Methods:

• Theory overview
• Case studies
• Group work
• Discussions

Duration:

• 1 – 1 ½ days

Participants:

• 5-10 participants

Preparation:

• Target group profile – if available
• Consumer Learnings

–> PDF Download <–