What is the Customer Journey like. How can you gain the best User Experience and monitor the NPS or Emotion of your website or online channel

2. Kind of touchpoints
Magazines and print stuff (DM, flyers)
Television / Radio / sponsoring / outlets
Friend to Friend
3rd party Experiences
Earned and Bought media
Owned sites and applications

3. Do we have influence?
Didnt think so…

4. Connecting the dots

6. Experience mapping
Easy to find on website
Excellent customer service
Neutral emotion line
Inspirative ad
Positive shop experience Bad product encounter
Negative peers

7. Again What’s in it for me
and
Adapt your again
product based
on experience
Customer Centric
Know my buying Tell me a story
behavior
Know somethin’
about my surf
behavior

8. Learnings
Proof your brand is the best
Experience the way your customers might experience you
Review all your contactpoints
Get to know your ambassadors