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Journeys

Journeys

A customer journey refers to the path of interactions an individual has with your brand, product and/or services. It describes both direct interactions such as contacting a customer service team, and indirect interactions such as hearing about a brand at an event.

The customer journey can be interpreted as a map of unique interactions that any given customer has with your brand and marketing touchpoints. No one customer journey is the same. It’s the path each person takes via your website, customer service team and various other brand channels that enable marketers to adapt their marketing strategy accordingly to each customer.

Journey types

A touchpoint journey refers to the sequence of interactions or "touchpoints" that a customer has with a company, brand, or product throughout their entire experience. These touchpoints can occur across various channels and at different stages of the customer journey, from awareness to post-purchase.

A phase journey refers to the structured stages or phases that a customer, user, or stakeholder goes through when interacting with a brand, product, or service. Unlike a touchpoint journey, which focuses on specific interactions or "touchpoints," a phase journey looks at broader phases or stages in the overall experience.

Instructions

  1. Navigate to: Insights > Customer Experience > Customer Journey.

  2. Click on image-20240816-074328.png to create a new Customer Journey.

  3. Enter a channel name, select “Touchpoint Journey”, select a point-scale and select a target score. Than click save to proceed.

  4. Next you’ll have to create some phases for your Touchpoint journey. Do this by clicking image-20240816-073120.png and entering a phase name.

    1. Click on the image-20240816-073228.png to set the measurement rules for this specific phase and hit save.

  5. To add touchpoints to your phase, click image-20240816-073355.png. This will open the touchpoint setup.

    1. Enter a name for your touchpoint and click on the image-20240816-073504.png to create the touchpoint. And select the newely created touchpoint before continuing to the next step.

    2. Add sources to your touchpoint, such as selecting a survey or a question. Then there is also the possibility to select metadata to get more specific outcomes.

  6. After entering all the details hit the image-20240816-073817.png-button to save your touchpoints.

Note that it is possible to create multiple phases and touchpoints.

  1. Last but not least, click on image-20240816-073938.png to save the journey.

  1. Navigate to: Insights > Customer Experience > Customer Journey.

  2. Click on image-20240816-074319.png to create a new Customer Journey.

  3. Enter a channel name, select “Phase Journey”, select a point-scale and select a target score. Than click save to proceed.

  4. Next you’ll have to create some phases for your Touchpoint journey. Do this by clicking image-20240816-073120.png and entering a phase name.

    1. Click on the image-20240816-073228.png to set the measurement rules for this specific phase and hit save.

  5. To add touchpoints to your phase, click image-20240816-073355.png. This will open the touchpoint setup.

    1. Enter a name for your touchpoint and click on the image-20240816-073504.png to create the touchpoint. And select the newely created touchpoint before continuing to the next step.

    2. Add sources to your touchpoint, such as selecting a survey or a question. Then there is also the possibility to select metadata to get more specific outcomes.

  6. After entering all the details hit the image-20240816-073817.png-button to save your touchpoints.

Note that it is possible to create multiple phases and touchpoints.

  1. Last but not least, click on image-20240816-073938.png to save the journey.

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