Extend your customer journey

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Customer journey ends strong

Audi gives its customers the opportunity to pick up their new car at the factory where it was produced. When a new car is ordered, the delivery time can quickly increase to a number of months. Audi ensures that the final moment, the delivery of the car, becomes an experience that the customer (and his family) will not soon forget.

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Perhaps your Customer Journey is incomplete and you are missing essential touchpoints to give your customers an optimal experience. In this case you can extend the Customer Journey with new touchpoints. Ask yourself what customers do with your organization just before or just after the customer journey. This may contain new touchpoints that can improve the customer journey.

When Twitter took a closer look at their Customer Journey, they discovered the following. New users started using the platform to follow updates from famous people, brands or companies. Previously, it was not possible to easily get acquainted with new groups, unless users actively sought out these groups themselves. As a result, Twitter has expanded the registration process with one step in which the new user indicates where his or her interests lie. Twitter then provides suggestions for the user to follow. Adding this one step has helped 20% of new users stay active longer than before adding this step.