So, how do we achieve the above? For starters, we map out the customer’s expectations by analyzing data. Boatloads of data. We then create a customer journey per product type, by combining different competencies: delivery, installation, customer service, and physical stores. Because we know customers think it’s great when their washing machine is both delivered and installed. When it suits them best, of course. And that they’d rather see a TV in one of our physical stores before buying one.
Once we’ve met the customer’s expectations, we take it one step further. This means we exceed expectations and truly amaze our customers. By wiping off the washing machine after installing it, for example. Or by giving a coloring page to a child, who had been staring at his parents’ spinning Machine of Wonder until then. When you’re a customer journey agency, your entire organization needs to be built around this. That’s why Coolblue is divided into domains. In each domain, Customer Journey Specialists, Business Analysts, Interaction Designers, Product Owners, and Developers work hard on optimizing a small part of the customer journey. Examples of Coolblue domains are Pricing & Assortment, Shipping & Delivery, and Stores.
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