Journey

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 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.

There are two types of journeys:

• Touchpoint journey: 
  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.

  ➡️ How to create a touchpoint journey

• Phase journey:
  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.

  ➡️ How to create a phase journey

How to create a touchpoint journey?

1. Click on Add a channel at the right.

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

   

3. Next you’ll have to create some phases for your Touchpoint journey. 

   

4. Click on Create new phase and entering a phase name.

   

5. Click on the gear-icon to set the measurement rules for this specific phase.

   

6. Choose the phase setting you want to use and click Save.

   

7. To add touchpoints to your phase, click Manage touchpoints. This will open the touchpoint setup.
   
8. Enter a name for your touchpoint and click on the plus-icon to create the touchpoint. And select the newely created touchpoint before continuing to the next step.
9. 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.
10. After entering all the details hit the Save touchpoints button.
11. Last but not least, click on the Save journey button to save the journey.
     

How to create a Phase journey?

1. Click on Add a channel at the right.

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

   

3. Next you’ll have to create some phases for your Phase journey. 

   

4. Click on Create new phase and entering a phase name.

   

5. Click on the gear-icon to set the measurement rules for this specific phase.

   

6. Choose the phase setting you want to use and click Save.

   

7. To add touchpoints to your phase, click Manage touchpoints. This will open the touchpoint setup.
   
8. Enter a name for your touchpoint and click on the plus-icon to create the touchpoint. And select the newely created touchpoint before continuing to the next step.
9. 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.
10. After entering all the details hit the Save touchpoints button.
11. Last but not least, click on the Save journey button to save the journey.
     

How to create a touchpoint journey?

Follow the steps below in the Customer Experience module. Click on Customer Journey in the left-hand menu.

1. Click on Add a channel at the right.

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

   

3. Next you’ll have to create some phases for your Touchpoint journey. 

   

4. Click on Create new phase and entering a phase name.

   

5. Click on the gear-icon to set the measurement rules for this specific phase.

   

6. Choose the phase setting you want to use and click Save.

   

7. To add touchpoints to your phase, click Manage touchpoints. This will open the touchpoint setup.
   
8. Enter a name for your touchpoint and click on the plus-icon to create the touchpoint. And select the newely created touchpoint before continuing to the next step.
9. 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.
10. After entering all the details hit the Save touchpoints button.
11. Last but not least, click on the Save journey button to save the journey.