Customer experience is the sum of all experiences and interactions that a customer has with your organization, both offline and online.
A customer often comes into contact with an organization in many different ways. Across all departments, processes and propositions. In a world driven by technology, we put your customer first. We ensure that you do not lose the customer on the road, by putting his experience at the center and digitizing it. Fulfilling your customer's expectations is not enough. Only by exceeding expectations do you create very satisfied, and therefore loyal, customers.
Mapping the customer journey - or customer journey - is essential to be able to respond perfectly to and exceed the expectations of your customer. When thinking in customer journeys, various strong marketing concepts come together clearly. Think of customer dilemmas, moments of truth and the 'peak-end rule'. We summarize all this in a concrete model that is easy to understand. We like that, because your organization must be able to work with it.