PERSONAS AND CUSTOMER GROUP ANALYSIS: GIVE YOUR CLIENT A FACE
In the beginning there is the definition of personas. Personas are calculated according to behavioural patterns of different customers and customer groups and can be defined on the basis of behavioural patterns, characteristics, aims and preferences.
In the framework of personas analysis we give our clients a human face and match process changes and product offerings with client segment analysis.
TOUCHPOINT ANALYSIS: FOUNDATION OF CUSTOMER DIALOGUE MANAGEMENT
The principle of touch point analysis is very easy: when buying a product or service clients will get in touch with at least one, but often more touch points of your business.
As every customer contact makes an impact on how your business is perceived it is important to design touch points as customer friendly and smooth as possible.
With the help of a customer Journey Interaction Design TM customer satisfaction and customer loyalty will be enhanced.