Customer Journey for an online leader
Conrad Electronic Benelux has been the largest online store in the Netherlands and Belgium for many years, offering thousands of electronic products, gadgets, and technical equipment for the hobbyist and professional. Conrad was recently introduced to the Customer Journey methodology. Conrad went through this process together with Altuïtion and learned that the Customer Journey is a powerful tool for both creating awareness within the organization regarding the emotional customer experience and for generating deep insights and ideas that really make a difference for the customer.Conrad has already realized the first quick wins from the Customer Journey and has made a start with the preparation of the other implementations. In time, the online organization wants to apply the Customer Journey in multiple domains (products, processes, segments). The parent company in Germany has also shown interest in Customer Experience Management following the very enthusiastic response from Conrad Electronic Benelux's management and employees.
