Customer Journey

Customer Journey

Customer Journey

The customer journey map is a tool to capture the end-to-end experience a customer has with your company. It is an essential tool to improve customer experience by helping identify the needs, behaviours, and touchpoints for each stage.

Our tool will guide you thru the 3 steps of Customer Journey Mapping :

- identification of buying persona

- Mapping of the key stages

- Identification of moments of truths/pain points and satisfaction drivers


To create a true Customer Journey 3 steps have to be taken:

(1) Identify the buying persona: who is your (ideal) customer, how do they behave, what do they need? It is important to know your customer before you identify the journey.

(2) Map the different stages: which different steps does the customer take throughout the total journey, and how do they feel at each stage? Draw the journey from both your perspective as well as from the perspective of the customer. Only then you can determine the pain points and opportunities!

(3) Complete the journey: by identifying the key stages, objectives, needs, satisfaction drivers, behaviours, and touchpoints.

Our experts

Here are our experts that know all about the Customer Journey, do not hesitate to ask them any of your questions!

Bob De Rydt


Christophe Sintubin

Co-founder & Managing Partner

Leonoor Moerman

Associate Partner

Roderich Körner


Valerie Busquin


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Business Markers

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Tel: +32 2 808 83 95


Tel:+49 2161 56 33 864

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Business Markers Cvba
Naastveldstraat 156, 9160 Lokeren, Belgium
VAT BE 0670.618.804 – IBAN: BE91 6451 0265 9276

Business Markers GmbH & Co. KG
Am Nordpark 3, 41069 Mönchengladbach