Working with the customer journey

Typical Tundra

We don't always make what you ask for, but we make what you need. For example, if a client calls for a brochure, we always ask what the purpose of that brochure is. If we then ask further, what is needed is not a brochure but, for example, a new website. So we don't make what the client asked for, but what he and his target group need.

We are an experienced agency with a whole team of professionals, each with their own specialty. Combining these specialties in one team allows us to think resource-free. This allows more room for creative development and, before we get started, we can get to know the client well. We do this in an extensive introductory meeting.

Traveling together

From that base - your DNA, goals and target audiences - together with your industry-specific knowledge and our marketing and branding specialists, we embark on a journey. On our creative tundra, we determine together what resources are needed to achieve your goals. Here, new ideas and strategies emerge freely, e-commerce develops, new corporate identities emerge and online strategies evolve. Together we traverse the vast landscape of offline and online marketing and create campaigns that will achieve your goals.

With a website, we map out what the objective is. What functionalities are needed. Language versions, target audience, budget, content. We start with a baseline measurement to identify the current situation, so that we can then measure the result of our work. For a webshop, we look at the current categories, products, language versions, currencies, payment options, online marketing. And then what the desired situation is.

The five stages of the customer journey

1. In the awareness phase, your target audience becomes aware of a particular problem and a need arises. It is important to be highly findable and visible with your brand, both online and offline, so that your target audience can come into contact with your product, service or brand for the first time.

2. In the consideration phase, the person goes into the problem, looks for possible solutions and compares your solution with those of other brands. Here you provide all the necessary information of your service or product and a recognizable presentation of your brand. Again, this can be either online or offline in a store.

3. In the purchase phase, the customer has chosen your brand. Where is the purchase or inquiry going to take place? Obviously, you want to serve your customer well. You guessed it, again you want to give your customer the choice of offline in a store or online in your website or web shop.

4. In the fourth phase, many companies miss great opportunities. In the previous phases, you have put energy into being visible, informing, convincing and serving your new customer. This has cost the necessary effort and budget. It is more efficient to retain your customer now. In the usage phase it is important to provide good service so that your customer is satisfied, can use your product or service properly and, even better, that your customer will make repeat purchases. You are already in the picture, you have already convinced her once, with good service and by making repeat purchases easy you generate more sales, for which you have to put less effort than for finding new customers.

5. Finally, there is the loyalty phase. The goal here is to turn your current customer into a loyal ambassador of your brand. A satisfied, returning customer who tells others how satisfied she is with your brand. This is where you build long-term customer relationships. With these five phases you ensure more satisfied customers, and realize your brand's ambitions.

But ... we were talking about ón our method, right?

Indeed, but our approach is exactly the same. We believe in the added value of a long-term cooperation. After informing and convincing you, we want to offer you a good user experience and provide you with the perfect service, after which we realize new assignments together. In recent years, this working method has bound many loyal customers to our agency. Satisfied customers who have become ambassadors, thus bringing new customers into contact with us through them.