What is your online strategy?

An optimal experience at every stage of the customer journey is not a coincidence, but a design choice. To do this, you put yourself in your customer's shoes. What are they called? What kind of job do they have? What roles do they fulfil, what is the underlying motivation and what characteristics and content do they want to see on your site? These qualitative descriptions of customer profiles are called personas.

Defining your personas is something we do together, in so-called persona sessions. Thanks to good preparation with the help of our questionnaire and checklist, we can come up with an extensive target group description with just one session.

The customer journey is the entire process that the customer goes through before they buy and use a product or service. This process includes all your customer's contact moments with the organisation and the product or service, whether physically, online or in any other way.

We record this customer journey together with you, with which we provide insight into these contact moments, also known as touchpoints, per phase. Underlying emotions, target groups, channels, important moments, characteristics, KPIs, etc., are all taken into account. An important aspect here is that you look at these journeys from a customer perspective and not so much from the organisation itself. This is the only way you can accurately map out and meet your customer's expectations.