Ideally, you will also be able to maximize your sales

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This shows that a coherent customer journey and user experience can have a decisive impact on your company's financial indicators . According to the study, a company's overall appearance can be convincing increase customer satisfaction by 20%, Increase return on investment (ROI) by 15% and reduce costs by 20%. The Adobe Experience Index 2019 reached a similar conclusion. Here, 41 percent of the participants surveyed stated that they had canceled a purchase because the customer experience did not convince them.


This means: It is not enough to just rely on the strengths of your product. Customers expect satisfying experiences at every point of contact with your company . This starts with your social media presence and extends to Special Data a flawless check-out process through to fast delivery times and helpful customer service. With a customer journey map, you can precisely identify gaps in your user experience and, based on this, improve your customer's experiences . Important: You can and should create a customer journey map for both the offline and online presence of your company .




In the following, I will limit myself to digital points of contact between the company and the customer and show you how you can record and better understand the web experience of your users. This is how you create your customer journey map Do you want to understand your customers, improve their experience with your company and convince them from start to finish? Then a customer journey map is the right tool for you. The best way to create them is as follows. Step 1: Get reliable data “ Booking[.com] […] only makes decisions based on data.