{"id":8741,"date":"2022-03-18T09:35:55","date_gmt":"2022-03-18T08:35:55","guid":{"rendered":"https:\/\/www.skopos.de\/?page_id=8741"},"modified":"2025-05-22T13:14:09","modified_gmt":"2025-05-22T11:14:09","slug":"customer-journey-mappings","status":"publish","type":"post","link":"https:\/\/www.skopos.de\/en\/insights\/customer\/customer-journey-mappings","title":{"rendered":"Customer Journey Mappings"},"content":{"rendered":"<div id='layer_slider_1'  class='avia-layerslider main_color avia-shadow  avia-builder-el-0  el_before_av_one_full  avia-builder-el-first  container_wrap fullsize'  style='height: 521px; max-width: 2000px; margin: 0 auto;'  ><\/div><div id='after_layer_slider_1'  class='main_color av_default_container_wrap container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-8741'><div class='entry-content-wrapper clearfix'>\n<div  class='flex_column av-r3nj3w-6e63435d3abc94deb94fcc1ca2e967ea av_one_full  avia-builder-el-1  el_after_av_layerslider  el_before_av_hr  avia-builder-el-first  first flex_column_div  '     ><section  class='av_textblock_section av-l0v6d7un-750db85e1d096562ba9b3f9e11c786b6 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h1><span class=\"TextRun SCXW117931870 BCX9\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW117931870 BCX9\">Improve<\/span> <span class=\"NormalTextRun SCXW117931870 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW117931870 BCX9\">overall<\/span> <span class=\"NormalTextRun SCXW117931870 BCX9\">customer<\/span> <span class=\"NormalTextRun SCXW117931870 BCX9\">experience<\/span> <span class=\"NormalTextRun SCXW117931870 BCX9\">across<\/span><span class=\"NormalTextRun SCXW117931870 BCX9\"> all <\/span><span class=\"NormalTextRun SCXW117931870 BCX9\">touchpoints<\/span><\/span><span class=\"EOP SCXW117931870 BCX9\" data-ccp-props=\"{\">\u00a0<\/span><\/h1>\n<\/div><\/section><br \/>\n<section  class='av_textblock_section av-l0v6dfyl-57d05c292c68c587b2e8ed2243c6d924 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2><span class=\"TextRun SCXW256532226 BCX9\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW256532226 BCX9\">Customer <\/span><span class=\"NormalTextRun SCXW256532226 BCX9\">journey<\/span> <span class=\"NormalTextRun SCXW256532226 BCX9\">mappings<\/span> <span class=\"NormalTextRun SCXW256532226 BCX9\">provide<\/span> <span class=\"NormalTextRun SCXW256532226 BCX9\">valuable<\/span> <span class=\"NormalTextRun SCXW256532226 BCX9\">input<\/span><\/span><\/h2>\n<\/div><\/section><\/p><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-p6nlt8-ecaef8e89054b37b8dc36cac08ed4764\">\n#top .hr.hr-invisible.av-p6nlt8-ecaef8e89054b37b8dc36cac08ed4764{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-p6nlt8-ecaef8e89054b37b8dc36cac08ed4764 hr-invisible  avia-builder-el-4  el_after_av_one_full  el_before_av_one_full '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<div  class='flex_column av-netibw-2e8d74eadcb851cfaf067d0c90dcad5e av_one_full  avia-builder-el-5  el_after_av_hr  el_before_av_one_full  first flex_column_div  '     ><section  class='av_textblock_section av-l0v6dw22-7955abe1df1a00c664faab7ba834e8d7 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><span data-contrast=\"auto\">Sometimes customers invest a lot of time in research before they decide on your company&#8217;s product (or service), or they encounter it spontaneously and by chance. Even after the purchase, some of your customers are in contact with you during the initial or entire usage phase. Ideally, they will even buy your products again and again and recommend them to friends and acquaintances.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The process that your customers go through before, during, and after purchasing your products is always characterized by touchpoints with your company that have a significant influence on the customer experience. Knowing these touchpoints and knowing what needs, expectations, and problems exist at each stage of the buying process is of the utmost importance for marketing, in addition to the product itself.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">With the help of customer journey mapping, we can map this buying process from the customer&#8217;s perspective, identify current problem areas and jointly develop ideas for optimizing the customer experience.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<\/div><\/section><\/div>\n<div  class='flex_column av-mffxkc-f0139725e2ba24685f9bd7fbe01f5ba3 av_one_full  avia-builder-el-7  el_after_av_one_full  el_before_av_section  avia-builder-el-last  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-l0v6e6dh-f8c07d61439d36adcae8f9237011a87f '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h3><span class=\"TextRun SCXW114600224 BCX9\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW114600224 BCX9\">The <\/span><span class=\"NormalTextRun SCXW114600224 BCX9\">process<\/span> <span class=\"NormalTextRun SCXW114600224 BCX9\">for<\/span> <span class=\"NormalTextRun SCXW114600224 BCX9\">creating<\/span> <span class=\"NormalTextRun SCXW114600224 BCX9\">the<\/span><span class=\"NormalTextRun SCXW114600224 BCX9\"> Customer Journey <\/span><span class=\"NormalTextRun SCXW114600224 BCX9\">Map<\/span> <span class=\"NormalTextRun SCXW114600224 BCX9\">with<\/span> <span class=\"NormalTextRun SCXW114600224 BCX9\">you<\/span><span class=\"NormalTextRun SCXW114600224 BCX9\"> and <\/span><span class=\"NormalTextRun SCXW114600224 BCX9\">your<\/span> <span class=\"NormalTextRun SCXW114600224 BCX9\">customers<\/span> <span class=\"NormalTextRun SCXW114600224 BCX9\">looks<\/span><span class=\"NormalTextRun SCXW114600224 BCX9\"> like <\/span><span class=\"NormalTextRun SCXW114600224 BCX9\">this<\/span><span class=\"NormalTextRun SCXW114600224 BCX9\">:<\/span><\/span><span class=\"EOP SCXW114600224 BCX9\" data-ccp-props=\"{\">\u00a0<\/span><\/h3>\n<\/div><\/section><br \/>\n<section  class='av_textblock_section av-l0v6ro8g-4e5add0bdec8bdf25b23e22ab467901d '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><strong>1. Defining the question<\/strong><\/p>\n<p><span class=\"TextRun SCXW202367925 BCX9\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW202367925 BCX9\">The <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">first<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">step<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">is<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">to<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">define<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">overarching<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">questions<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">for<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">map<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">. On <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">one<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">hand<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">, <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">this<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">makes<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">it<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\"> possible <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">to<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">first<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">obtain<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\"> an <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">overview<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">of<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\"> all <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">the<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\"> possible <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">touchpoints<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">. On <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">other<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">hand<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">, <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">number<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">of<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">touchpoints<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\"> and <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">possible <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">directions<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">of<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">investigation<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">is<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">immeasurably<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\"> high, so <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">it<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">is<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">important<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">to<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">specify<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">goal<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">of<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">map<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">. Questions <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">could<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">be<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">these<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">, <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">for<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">example<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">: <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">What<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">motivates<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">customer<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">to<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">buy<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">? <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">What<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">does<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">long<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">-term <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">customer<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">relationship<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">look<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\"> like? <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">Which<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">touchpoints<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">trigger<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">enthusiasm<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">, and <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">where<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\"> do <\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">they<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">lead<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">to<\/span> <span class=\"NormalTextRun SCXW202367925 BCX9\">disappointment<\/span><span class=\"NormalTextRun SCXW202367925 BCX9\">?<\/span><\/span><span class=\"EOP SCXW202367925 BCX9\" data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l0v6zdhm-34e6636b84c165db9e5ba5d15651d214\">\n#top .hr.hr-invisible.av-l0v6zdhm-34e6636b84c165db9e5ba5d15651d214{\nheight:30px;\n}\n<\/style>\n<div  class='hr av-l0v6zdhm-34e6636b84c165db9e5ba5d15651d214 hr-invisible  avia-builder-el-10  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-l0v6s31j-8c44d177556e383913a8661a95ee2cce '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><strong>2. <span class=\"TextRun SCXW111136782 BCX9\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW111136782 BCX9\">Stakeholder Workshop (optional)<\/span><\/span><span class=\"EOP SCXW111136782 BCX9\" data-ccp-props=\"{\">\u00a0<\/span><\/strong><\/p>\n<p><span class=\"TextRun SCXW57212699 BCX9\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW57212699 BCX9\">It<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">is<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\"> also <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">a <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">good<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">idea<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">to<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\"> hold a <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">workshop<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">with<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">employees<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">from<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\"> different <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">departments<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\"> in <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">your<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">company<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">. The <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">workshop<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">serves<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">to<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">create<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\"> a <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">comprehensive<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">touchpoint<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">map<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">that<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">captures<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">existing<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">knowledge<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">or<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">assessment<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">from<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">perspective<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">of<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">employees<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">who<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">put<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">themselves<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\"> in <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">customers<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">&#8216; <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">shoes<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">, <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">or<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">to<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">define<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\"> initial <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">assumptions<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">. As a <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">result<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">, <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">it<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">is<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">frequently<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\"> possible <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">to<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">identify<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">elements<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">of<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">customer<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">journey<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">map<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">that<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">need<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">to<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">be<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">focused<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\"> on <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">or<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">examined<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\"> in <\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">greater<\/span> <span class=\"NormalTextRun SCXW57212699 BCX9\">detail<\/span><span class=\"NormalTextRun SCXW57212699 BCX9\">.<\/span><\/span><span class=\"EOP SCXW57212699 BCX9\" data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-k14ia4-a4b7807b7572ad7e62dc9412f9d0d435\">\n#top .hr.hr-invisible.av-k14ia4-a4b7807b7572ad7e62dc9412f9d0d435{\nheight:30px;\n}\n<\/style>\n<div  class='hr av-k14ia4-a4b7807b7572ad7e62dc9412f9d0d435 hr-invisible  avia-builder-el-12  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-l0v6uaxt-1a7de89f62374f35051894847483c358 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><strong>3. <span class=\"TextRun SCXW1426034 BCX9\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW1426034 BCX9\">Conducting<\/span><span class=\"NormalTextRun SCXW1426034 BCX9\"> a <\/span><span class=\"NormalTextRun SCXW1426034 BCX9\">customer<\/span> <span class=\"NormalTextRun SCXW1426034 BCX9\">study<\/span><\/span><span class=\"EOP SCXW1426034 BCX9\" data-ccp-props=\"{\">\u00a0<\/span><\/strong><\/p>\n<p><span class=\"TextRun SCXW178691144 BCX9\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW178691144 BCX9\">Now<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">we<\/span><span class=\"NormalTextRun SCXW178691144 BCX9\"> turn <\/span><span class=\"NormalTextRun SCXW178691144 BCX9\">our<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">attention<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">to<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">c<\/span><span class=\"NormalTextRun SCXW178691144 BCX9\">onsumers<\/span><span class=\"NormalTextRun SCXW178691144 BCX9\">. In qualitative individual <\/span><span class=\"NormalTextRun SCXW178691144 BCX9\">interviews<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">or<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">group<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">discussions<\/span><span class=\"NormalTextRun SCXW178691144 BCX9\">, <\/span><span class=\"NormalTextRun SCXW178691144 BCX9\">we<\/span><span class=\"NormalTextRun SCXW178691144 BCX9\"> design <\/span><span class=\"NormalTextRun SCXW178691144 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">customer<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">journey<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">step<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">by<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">step<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">with<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">different <\/span><span class=\"NormalTextRun SCXW178691144 BCX9\">types<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">of<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">customers<\/span><span class=\"NormalTextRun SCXW178691144 BCX9\">. <\/span><span class=\"NormalTextRun SCXW178691144 BCX9\">Two<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">approaches<\/span> <span class=\"NormalTextRun SCXW178691144 BCX9\">are<\/span><span class=\"NormalTextRun SCXW178691144 BCX9\"> possible <\/span><span class=\"NormalTextRun SCXW178691144 BCX9\">here<\/span><span class=\"NormalTextRun SCXW178691144 BCX9\">:<\/span><\/span><span class=\"EOP SCXW178691144 BCX9\" data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2bb6m8-6f00efe469658a83ce785d4bc72e2f8b\">\n.av_font_icon.av-2bb6m8-6f00efe469658a83ce785d4bc72e2f8b .av-icon-char{\nfont-size:25px;\nline-height:25px;\n}\n<\/style>\n<span  class='av_font_icon av-2bb6m8-6f00efe469658a83ce785d4bc72e2f8b avia_animate_when_visible av-icon-style- avia-icon-pos-left avia-iconfont avia-font-entypo-fontello av-no-color avia-icon-animate'><span class='av-icon-char' data-av_icon='\ue897' data-av_iconfont='entypo-fontello' aria-hidden=\"true\" ><\/span><\/span><span class=\"TextRun SCXW108158036 BCX9\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW108158036 BCX9\">We<\/span> <span class=\"NormalTextRun SCXW108158036 BCX9\">create<\/span><span class=\"NormalTextRun SCXW108158036 BCX9\"> a <\/span><span class=\"NormalTextRun SCXW108158036 BCX9\">completely<\/span> <span class=\"NormalTextRun SCXW108158036 BCX9\">new<\/span> <span class=\"NormalTextRun SCXW108158036 BCX9\">journey<\/span> <span class=\"NormalTextRun SCXW108158036 BCX9\">map<\/span> <span class=\"NormalTextRun SCXW108158036 BCX9\">by<\/span> <span class=\"NormalTextRun SCXW108158036 BCX9\">working<\/span> <span class=\"NormalTextRun SCXW108158036 BCX9\">with<\/span> <span class=\"NormalTextRun SCXW108158036 BCX9\">customers<\/span> <span class=\"NormalTextRun SCXW108158036 BCX9\">through<\/span> <span class=\"NormalTextRun SCXW108158036 BCX9\">their<\/span><span class=\"NormalTextRun SCXW108158036 BCX9\"> personal <\/span><span class=\"NormalTextRun SCXW108158036 BCX9\">customer<\/span> <span class=\"NormalTextRun SCXW108158036 BCX9\">journey<\/span><span class=\"NormalTextRun SCXW108158036 BCX9\">.<\/span><\/span><span class=\"EOP SCXW108158036 BCX9\" data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2bb6m8-18-696d1f7ea3d2575c727ef19e80ce04c7\">\n.av_font_icon.av-2bb6m8-18-696d1f7ea3d2575c727ef19e80ce04c7 .av-icon-char{\nfont-size:25px;\nline-height:25px;\n}\n<\/style>\n<span  class='av_font_icon av-2bb6m8-18-696d1f7ea3d2575c727ef19e80ce04c7 avia_animate_when_visible av-icon-style- avia-icon-pos-left avia-iconfont avia-font-entypo-fontello av-no-color avia-icon-animate'><span class='av-icon-char' data-av_icon='\ue897' data-av_iconfont='entypo-fontello' aria-hidden=\"true\" ><\/span><\/span><span class=\"TextRun SCXW51300769 BCX9\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW51300769 BCX9\">Or<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">we<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">present<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">customer<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">with<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">journey<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">map<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">from<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">company&#8217;s<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">point<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">of<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">view<\/span><span class=\"NormalTextRun SCXW51300769 BCX9\">, <\/span><span class=\"NormalTextRun SCXW51300769 BCX9\">play<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">it<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">through<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">step<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">by<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">step<\/span><span class=\"NormalTextRun SCXW51300769 BCX9\">, <\/span><span class=\"NormalTextRun SCXW51300769 BCX9\">adapt<\/span> <span class=\"NormalTextRun SCXW51300769 BCX9\">it<\/span><span class=\"NormalTextRun SCXW51300769 BCX9\"> and <\/span><span class=\"NormalTextRun SCXW51300769 BCX9\">expand<\/span><span class=\"NormalTextRun SCXW51300769 BCX9\"> it.<\/span><\/span><span class=\"EOP SCXW51300769 BCX9\" data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-irykbw-33350c0d88f6f26374cf8248755eb481\">\n#top .hr.hr-invisible.av-irykbw-33350c0d88f6f26374cf8248755eb481{\nheight:30px;\n}\n<\/style>\n<div  class='hr av-irykbw-33350c0d88f6f26374cf8248755eb481 hr-invisible  avia-builder-el-16  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-l0v6v1vu-4b5e497df0ae717e9981508a97072d9a '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><strong>4. Map creation<\/strong><\/p>\n<p><span data-contrast=\"auto\">To create the map, we use digital tools such as the Miro whiteboard. This allows us to further develop the journey map in the long term and adapt it dynamically. During the workshop, we can develop a first version of the journey map together with Miro and present it as a basis for discussion during the subsequent interviews. In addition, observers of the interviews have the opportunity to work on the Customer Journey Map live behind the scenes.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The contents of a journey map are individual and are defined together in advance. However, there are typical elements that give the map a structure. As shown in the exemplary figure, the columns show typical phases of the buying process. The rows represent which topics we examine in more detail in each phase of the buying process.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-9201 size-full\" src=\"https:\/\/www.skopos.de\/wp-content\/uploads\/2023\/07\/Dashboard-various-.jpg\" alt=\"Dashboard various\" width=\"979\" height=\"309\" srcset=\"https:\/\/www.skopos.de\/wp-content\/uploads\/2023\/07\/Dashboard-various-.jpg 979w, https:\/\/www.skopos.de\/wp-content\/uploads\/2023\/07\/Dashboard-various--300x95.jpg 300w, https:\/\/www.skopos.de\/wp-content\/uploads\/2023\/07\/Dashboard-various--768x242.jpg 768w, https:\/\/www.skopos.de\/wp-content\/uploads\/2023\/07\/Dashboard-various--705x223.jpg 705w, https:\/\/www.skopos.de\/wp-content\/uploads\/2023\/07\/Dashboard-various--200x63.jpg 200w\" sizes=\"auto, (max-width: 979px) 100vw, 979px\" \/><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-hs2jzg-4f0e6718600cbedd2818c40a9a2d47ed\">\n#top .hr.hr-invisible.av-hs2jzg-4f0e6718600cbedd2818c40a9a2d47ed{\nheight:30px;\n}\n<\/style>\n<div  class='hr av-hs2jzg-4f0e6718600cbedd2818c40a9a2d47ed hr-invisible  avia-builder-el-18  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-l0v6wskx-fa82c3e831c286934bc02fae496af63f '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><strong>5. <span class=\"TextRun SCXW92722250 BCX9\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW92722250 BCX9\">Evaluation <\/span><span class=\"NormalTextRun SCXW92722250 BCX9\">of<\/span> <span class=\"NormalTextRun SCXW92722250 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW92722250 BCX9\">customer<\/span> <span class=\"NormalTextRun SCXW92722250 BCX9\">journey<\/span><\/span><span class=\"EOP SCXW92722250 BCX9\" data-ccp-props=\"{\">\u00a0<\/span><\/strong><\/p>\n<p><span data-contrast=\"auto\">In the classic version of customer journey mapping, all interviews are conducted, evaluated, and aggregated journey maps are displayed. If different, predefined personas are to be examined, a separate map is created for each persona.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Alternatively, we can also develop the journey map dynamically. This means that we concretize the journey map after each interview and then present the further developed map to the next participant. With this approach, it is advisable to conduct a short wrap-up session with the interview observers after the interviews have been conducted in order to work out a common understanding for the adaptation of the map. In addition, we can collaborate in a results workshop to develop initial ideas for optimization based on the findings and determine the next steps.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-g36zdo-66a146599829bf142e2b99d585764f8f\">\n#top .hr.hr-invisible.av-g36zdo-66a146599829bf142e2b99d585764f8f{\nheight:30px;\n}\n<\/style>\n<div  class='hr av-g36zdo-66a146599829bf142e2b99d585764f8f hr-invisible  avia-builder-el-20  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-l0v6y81v-c4616f2346dab2d116c662acb6219126 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><strong>6. <span class=\"TextRun SCXW83076260 BCX9\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW83076260 BCX9\">Next <\/span><span class=\"NormalTextRun SCXW83076260 BCX9\">steps<\/span><\/span><span class=\"EOP SCXW83076260 BCX9\" data-ccp-props=\"{\">\u00a0<\/span><\/strong><\/p>\n<p><span class=\"TextRun SCXW154467397 BCX9\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW154467397 BCX9\">Our<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">experience<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">shows<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">that<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">it<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">often<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">does<\/span><span class=\"NormalTextRun SCXW154467397 BCX9\"> not <\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">stop<\/span><span class=\"NormalTextRun SCXW154467397 BCX9\"> at <\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">one<\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">-time <\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">creation<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">of<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">customer<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">journey<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">maps<\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">. <\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">During<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">analysis<\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">, <\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">elements<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">can<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">often<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">be<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">identified<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">which<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">we<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">then<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">iteratively<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">deepen<\/span><span class=\"NormalTextRun SCXW154467397 BCX9\"> in <\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">further<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">studies<\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">. <\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">Depending<\/span><span class=\"NormalTextRun SCXW154467397 BCX9\"> on <\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">question<\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">, qualitative and quantitative <\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">surveys<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">as<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">well<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">as<\/span><span class=\"NormalTextRun SCXW154467397 BCX9\"> (mobile) <\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">ethnographic<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">approaches<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">that<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">accompany<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">the<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">entire<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">buying<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">process<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">are<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">suitable<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">for<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">this<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">purpose<\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">. 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style=\"color: #ff9c1b;\" href=\"https:\/\/www.skopos-next.de\/en\"><span class=\"NormalTextRun SCXW154467397 BCX9\"> SKOPOS NEXT <\/span><\/a><\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">team<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">or<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">to<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">develop<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">innovations<\/span><span class=\"NormalTextRun SCXW154467397 BCX9\"> in <\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">workshops<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">together<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">with<\/span> <span class=\"NormalTextRun SCXW154467397 BCX9\">the<\/span><a href=\"https:\/\/www.skopos-nova.de\/en\"><span class=\"NormalTextRun SCXW154467397 BCX9\"> <span style=\"color: #ff9c1b;\">SKOPOS<\/span> <span style=\"color: #ff9c1b;\">NOVA <\/span><\/span><\/a><span class=\"NormalTextRun SCXW154467397 BCX9\">consultants<\/span><span class=\"NormalTextRun SCXW154467397 BCX9\">.<\/span><\/span><span class=\"EOP SCXW154467397 BCX9\" data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-dowmoc-2c711d922148cf9cf2ed70ccaf4808b6\">\n#top .hr.hr-invisible.av-dowmoc-2c711d922148cf9cf2ed70ccaf4808b6{\nheight:30px;\n}\n<\/style>\n<div  class='hr av-dowmoc-2c711d922148cf9cf2ed70ccaf4808b6 hr-invisible  avia-builder-el-22  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-l0v6mowz-676bbc8ed541027318d0c31147892dae '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><span class=\"TextRun SCXW194934426 BCX9\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW194934426 BCX9\">You<\/span> <span class=\"NormalTextRun SCXW194934426 BCX9\">have<\/span> <span class=\"NormalTextRun SCXW194934426 BCX9\">questions<\/span><span class=\"NormalTextRun SCXW194934426 BCX9\">? <\/span><span class=\"NormalTextRun SCXW194934426 BCX9\">We<\/span> <span class=\"NormalTextRun SCXW194934426 BCX9\">are<\/span><span class=\"NormalTextRun SCXW194934426 BCX9\"> happy <\/span><span class=\"NormalTextRun SCXW194934426 BCX9\">to<\/span> <span class=\"NormalTextRun SCXW194934426 BCX9\">advise<\/span> <span class=\"NormalTextRun SCXW194934426 BCX9\">you<\/span><span class=\"NormalTextRun SCXW194934426 BCX9\">!<\/span><\/span><span class=\"EOP SCXW194934426 BCX9\" data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<\/div><\/section><\/p><\/div>\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-crx01o-feae5223fed8ec86a3a770af3b38340c\">\n.avia-section.av-crx01o-feae5223fed8ec86a3a770af3b38340c{\nbackground-color:#d8d8d8;\nbackground-image:unset;\n}\n<\/style>\n<div id='av_section_1'  class='avia-section av-crx01o-feae5223fed8ec86a3a770af3b38340c main_color avia-section-default avia-no-border-styling  avia-builder-el-24  el_after_av_one_full  avia-builder-el-last  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-8741'><div class='entry-content-wrapper clearfix'>\n<div  class='flex_column av-13awb0-3fa596f5502748dad062bfaced87d6c0 av_one_full  avia-builder-el-25  el_before_av_one_half  avia-builder-el-first  first flex_column_div  '     ><section  class='av_textblock_section av-8rfye4-1ad4106c580d080fa30d897fb0f85807 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h3 style=\"text-align: center;\">Your contact:<\/h3>\n<\/div><\/section><\/div><div  class='flex_column av-732dxo-dfd4dc2d58df03141673f4702de3bc7a av_one_half  avia-builder-el-27  el_after_av_one_full  el_before_av_one_half  first flex_column_div  column-top-margin'     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l0v6o8pd-3ee2ad282a8e54c62131f7f3f200dc47\">\n.avia-image-container.av-l0v6o8pd-3ee2ad282a8e54c62131f7f3f200dc47 img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-l0v6o8pd-3ee2ad282a8e54c62131f7f3f200dc47 .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-l0v6o8pd-3ee2ad282a8e54c62131f7f3f200dc47 av-styling-circle avia-align-center  avia-builder-el-28  avia-builder-el-no-sibling '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-16263 avia-img-lazy-loading-not-16263 avia_image ' src=\"https:\/\/www.skopos.de\/wp-content\/uploads\/2025\/05\/Nicole-Schleiffer-300x300-1.jpg\" alt='Nicole-Schleiffer' title='Nicole-Schleiffer-300x300-1'  height=\"300\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.skopos.de\/wp-content\/uploads\/2025\/05\/Nicole-Schleiffer-300x300-1.jpg 300w, https:\/\/www.skopos.de\/wp-content\/uploads\/2025\/05\/Nicole-Schleiffer-300x300-1-80x80.jpg 80w, https:\/\/www.skopos.de\/wp-content\/uploads\/2025\/05\/Nicole-Schleiffer-300x300-1-36x36.jpg 36w, https:\/\/www.skopos.de\/wp-content\/uploads\/2025\/05\/Nicole-Schleiffer-300x300-1-180x180.jpg 180w, https:\/\/www.skopos.de\/wp-content\/uploads\/2025\/05\/Nicole-Schleiffer-300x300-1-200x200.jpg 200w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/div><\/div><\/div><div  class='flex_column av-58pua4-563d3ffd841075ff1b514611d633afa9 av_one_half  avia-builder-el-29  el_after_av_one_half  el_before_av_hr  flex_column_div  column-top-margin'     ><p><section  class='av_textblock_section av-l0v6o1n6-7cbbd683453c3e084c71f0868aeea14c '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><strong>Nicole Schleiffer<\/strong><br \/>\nSenior Research Manager<\/p>\n<\/div><\/section><br \/>\n<div  class='avia-button-wrap av-1vmwzg-0059fa5ce9d38e59b62b433afb5fa859-wrap avia-button-left  avia-builder-el-31  el_after_av_textblock  avia-builder-el-last '>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1vmwzg-0059fa5ce9d38e59b62b433afb5fa859\">\n#top #wrap_all .avia-button.av-1vmwzg-0059fa5ce9d38e59b62b433afb5fa859{\nbackground-color:#ff9c1b;\nborder-color:#ff9c1b;\ntransition:all 0.4s ease-in-out;\n}\n#top #wrap_all .avia-button.av-1vmwzg-0059fa5ce9d38e59b62b433afb5fa859:hover{\nbackground-color:#444444;\ncolor:white;\ntransition:all 0.4s ease-in-out;\n}\n#top #wrap_all .avia-button.av-1vmwzg-0059fa5ce9d38e59b62b433afb5fa859:hover .avia-svg-icon svg:first-child{\nfill:white;\nstroke:white;\n}\n<\/style>\n<a href='https:\/\/www.skopos.de\/en\/contact'  class='avia-button av-1vmwzg-0059fa5ce9d38e59b62b433afb5fa859 av-link-btn avia-icon_select-no avia-size-large avia-position-left avia-font-color-theme-color'  target=\"_blank\"  rel=\"noopener noreferrer\"  aria-label=\"You want to know more? Feel free to contact us.\"><span class='avia_iconbox_title' >You want to know more? Feel free to contact us.<\/span><\/a><\/div><\/p><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-23bu4c-988f704603cd6fe96db848ebfbf3956b\">\n#top .hr.hr-invisible.av-23bu4c-988f704603cd6fe96db848ebfbf3956b{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-23bu4c-988f704603cd6fe96db848ebfbf3956b hr-invisible  avia-builder-el-32  el_after_av_one_half  avia-builder-el-last '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n\n","protected":false},"excerpt":{"rendered":"<p>Sometimes customers invest a lot of time in research before they decide on your company&#8217;s product (or service), or they encounter it spontaneously and by chance. Even after the purchase, some of your customers are in contact with you during the initial or entire usage phase. Ideally, they will even buy your products again and again and recommend them to friends and acquaintances.\u00a0<\/p>\n","protected":false},"author":7,"featured_media":3468,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[94,102],"tags":[],"class_list":["post-8741","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer","category-qualitative"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Journey Mappings - SKOPOS RESEARCH<\/title>\n<meta name=\"description\" content=\"Improve the overall customer experience across all touchpoints. 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