Let's talk

Customer Journey

The customer journey should make it easy for customers to find what they are looking for, and make sure they return again and again. Set up the paths for your users on your site – from the first time they interact with you to the point where they recommend your business to their network. This is called a customer journey map.

Every day you get discovered, evaluated, asked, chosen, bought, used, re-used, renewed, spoken about and recommended by existing and new customers. Or not. Every interaction is a crossroads where you can succeed or fail. We help you identify the most important intersections and to improve them, both for you and your customers. Better customer journeys are the way to better results.

Create a friction-free customer experience for your users

Customer journeys shouldn’t be complicated – especially not for your potential customers. We help you establish effective conversion routes through customer journey maps which support your business goals.


No trickery

The time where all you had to do was to “trick” Google into liking your website is over. Potential customers are more informed than ever, and if you don’t tell them what they want to know they go someplace else. Everything is about trust and easy paths to the goal, so reinforcing content and a seamless user journey have to be in place.

What is a good customer journey?

A customer journey is the path that users take to get to their destination on your site. Whether the goal is to find an email address or making a purchase, the at path should be as frictionless as possible. And how to achieve that? By offering users useful and relevant content, acting on customer feedback, making sure your site is well structured and labeled, and making the most important pages easily accessible.

How to make a good customer journey

Identify your target groups and personas

Who do you want to talk to and what are their goals? What do they struggle with? What are their interests? Understanding every buyer persona is vital to adjusting the journey to their liking. It will also help you gain insights into what other products or services you can create for them.

Survey Customers

To create a customer journey which the users enjoy, you have to collect feedback from them directly. The customer’s experience on your site is directly related to how well you know your target groups. Focus on customer needs and you’re well on your way.

Customer journey mapping

How do customers get to your site? Though organic search, or maybe referrals? And where do they land? On your front page or one of your product pages? Setting up a customer journey map enables you to focus your efforts on specific pages to optimize.

Remove friction

Unnecessary friction like hard to find buttons, unclear descriptions or ambiguous help texts are the main problems when customers exit their journeys. Every time a customer interacts with your site, you can either delight them or let them down. Use the core model to build clear paths to conversions and create a great customer experience.


A customer journey never ends, it can always get more seamless. We measure the right things and cooperate with your customer service team so that you can make the best possible customer experience on your website. This is where customer satisfaction happens.

This is how we work


We plan the cooperation

Our starting point is your strategy, goals and present situation. We chart out opportunities using Frontkom’s customer journey map.


We agree on the scope

We usually recommend about 20 to 50 hours a month, depending on ambition levels and how fast you’d like to see results.


We plan the annual wheel

The annual wheel specifies the customer journeys we will focus on, and the fequency of meetings (e.g. monthly or quarterly)


Then we cooperate on three levels

Operational (daily), Tactical (monthly) and Strategic (quarterly).

More satisfied customers

Your overall customer satisfaction is decided by any given customer interacting with your site. If you are able to solve their pain points, it creates a sense of brand loyalty, which will cause them to start the buying process over again the next time they need something within your field.

The classical buyer’s journey ends at a purchase, but the customer journey map is cyclical. After-purchase service is just as important as driving traffic and collecting leads. After all, as your sales team will know, acquiring new customers is more expensive than retaining existing ones.

So: Get into the customer mindset, analyze customer emotions and track customer interactions, and you’ll be able to accurately predict what content works and what doesn’t.

Case studies

Let’s create something great together Contact us