point of origin - logo
13.12.2018: https://www.pointoforigin.at//Customer_Journey_Consulting_en.htm
point of origin

CUSTOMER JOURNEY CONSULTING

From buzzword to differentiating factor

Lost on the journey? Customer Journey is the buzzword in the era of the customer. However, it is only natural that after having analysed and seen the journeys we have to act. This is why point of origin developed the Customer Journey Interaction Design™. Go ahead and lay the foundation for excellent customer experience and customer dialogue management. 

CUSTOMER JOURNEY INTERACTION DESIGN™

Guide for a customer oriented business

This is how you stand out from your competitors: relevance and the skills to offer an excellent customer experience will provide you with the decisive competitive advantage today and prevent dangerous price battles. Our Costumer Journey Interaction Design TM is based on international data and initiates the implementation of a highly automated content strategy in all channels. We provide methods for a detailed and tailored interaction design for all customer segments selected according to ROI criteria. On the basis of this we can initiate the ideal customer journey and as a second step create the optimal customer experience. In order to obtain your individual customer journey interaction Design TM handbook there are several steps; we take these steps by means of visualisations and analysis in customer journey workshops.

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.

CUSTOMER JOURNEY MAPPING: ENHANCE RESPONSE AND RETENTION

Customer decision journey depicts customer behaviour from the pre-purchase phase to the decision-making and purchase process up to the post-purchasing phase. Customer decisions are strongly influenced by memorable contact made long before the actual need to buy. Positive experience after purchasing a product or service will turn new clients into regular ones.

In the course of Customer Journey Mapping (CJM) we analyse customer journeys for your product and gain information about potentials from a sales point of view. Customer interaction analysis investigates customer segments and shows up-, cross- and new selling potentials beyond existing campaigns. We check your existing touch points, then work out a concept for client loyalty and offer and internal and external view on the whole selling process in order to improve client interaction.

By depicting customer journey and detailed analysis of purchase decision processes we detect the whole customer experience. Customer experience happens whenever a customer uses services of your business. Having gained these insights will help to properly adapt your service portfolio to your customer’s needs and wants, to measure improvement of customer experience and enhance customer satisfaction. We will develop an automated, hybrid communication design through all channels with you.

MEASURE CATALOGUE & MARKETING AUTOMATION

FROM WORDS TO DEEDS

Customer dialogue management consists in evaluating insights of customer journey analysis and transmitting the information, as needed, either to customer experience management or content management strategy. This holistic process lays the perfect foundation for your marketing strategy.

Our point of origin interaction engine for the entire planning of on-and offline campaigns integrates all response data gained from online-, CRM, POS – and other data sources. So this engine facilitates management of the whole campaign logistics including target group segmentation, exclusion and allocation of offerings and channels. The engine also enables to reuse parts of the campaign, perform simulations on the basis of transaction data as well as direct ROI measurements and ROI projections of marketing campaigns.

point of origin helps you to build constant and effective communication with your current customers and prospects by means of a complete interaction protocol.

OUR SERVICES

BUSINESS TRANSFORMATION

Be successful in the digital era

LEARN MORE

MARKETING & TECHNOLOGIES

A strong bond

LEARN MORE

Analytics & Industrie Insights

From big data to big analytics

LEARN MORE

Customer Journey Consulting

From buzzword to differentiating factor

LEARN MORE

Forrester Research

Global knowledge of leading industry analysts

LEARN MORE

Lectures & Training

Start small to make your business big

LEARN MORE

Operations as a service

On-going support

LEARN MORE
Marketing Consulting & Consumer Intelligence GmbH
Contact

HEAD OFFICE WIEN

Himmelpfortgasse 19
1010 Wien
T +43 1 548 48 00 - 0
F +43 1 548 48 00 - 9

LAB WIEN

Goldschlagstraße 172
Stiege 6, 3. Stock
1140 Wien
T +43 699 14228240

OFFICE ZÜRICH

Rietstrasse 50
8702 Zollikon
T +41 43 499 61 44

OFFICE SAN FRANCISCO

44 Tehama St
San Francisco
CA 94105, USA
T +14157679278

Newsletter

Abonnieren Sie jetzt hier unseren Blog-Newsletter.

In order to provide you with the best possible service, this website uses cookies and external services (e.g. Google Maps) from third parties. By using this website, you agree. More Information

OK