{"id":515,"date":"2024-09-03T15:09:10","date_gmt":"2024-09-03T13:09:10","guid":{"rendered":"https:\/\/www.onestone.be\/blog\/?p=515"},"modified":"2025-04-10T14:50:38","modified_gmt":"2025-04-10T12:50:38","slug":"wat-is-het-belang-van-een-goede-customer-journey","status":"publish","type":"post","link":"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/","title":{"rendered":"Wat is het belang van een goede customer journey?"},"content":{"rendered":"<div  class='avia-slideshow av-m0xvj7dd-bdae02a56af9733894ceb4b54633875d avia-slideshow-featured av_slideshow avia-slide-slider  avia-builder-el-0  el_before_av_one_full  avia-builder-el-first  kj-header-blog av-slideshow-ui av-control-default av-slideshow-manual av-loop-once av-loop-manual-endless av-default-height-applied avia-slideshow-1' data-slideshow-options=\"{&quot;animation&quot;:&quot;slide&quot;,&quot;autoplay&quot;:false,&quot;loop_autoplay&quot;:&quot;once&quot;,&quot;interval&quot;:5,&quot;loop_manual&quot;:&quot;manual-endless&quot;,&quot;autoplay_stopper&quot;:false,&quot;noNavigation&quot;:false,&quot;bg_slider&quot;:false,&quot;keep_padding&quot;:false,&quot;hoverpause&quot;:false,&quot;show_slide_delay&quot;:0}\"  itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><ul class='avia-slideshow-inner ' style='padding-bottom: 28.666666666667%;'><li  class='avia-slideshow-slide av-m0xvj7dd-bdae02a56af9733894ceb4b54633875d__0  av-single-slide slide-1 slide-odd'><div data-rel='slideshow-1' class='avia-slide-wrap '   ><img decoding=\"async\" fetchpriority=\"high\" class=\"wp-image-533 avia-img-lazy-loading-not-533\"  src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-being-treated-well-1-1500x430.jpg\" width=\"1500\" height=\"430\" title='customer-being-treated-well (1)' alt=''  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-being-treated-well-1-1500x430.jpg 1500w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-being-treated-well-1-300x86.jpg 300w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-being-treated-well-1-1030x295.jpg 1030w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-being-treated-well-1-768x220.jpg 768w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-being-treated-well-1-1536x440.jpg 1536w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-being-treated-well-1-2048x587.jpg 2048w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-being-treated-well-1-705x202.jpg 705w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-being-treated-well-1-scaled.jpg 1920w\" sizes=\"(max-width: 1500px) 100vw, 1500px\" \/><\/div><\/li><\/ul><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2aej5f-66f02ebb77c2156b40f7d497889a0e0d\">\n#top .flex_column.av-2aej5f-66f02ebb77c2156b40f7d497889a0e0d{\nmargin-top:-70px;\n}\n.flex_column.av-2aej5f-66f02ebb77c2156b40f7d497889a0e0d{\nborder-radius:10px 10px 10px 10px;\npadding:25px 25px 25px 25px;\nbackground:url(https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/beeldmerk-onestone-1.svg) 100% 100% no-repeat scroll #174a60;\n}\n.responsive #top #wrap_all .flex_column.av-2aej5f-66f02ebb77c2156b40f7d497889a0e0d{\nmargin-top:-70px;\n}\n<\/style>\n<div  class='flex_column av-2aej5f-66f02ebb77c2156b40f7d497889a0e0d av_one_full  avia-builder-el-1  el_after_av_slideshow  el_before_av_one_full  kj-intro-blog first flex_column_div  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m0xu3741-006bc84537b1f9d8b859ba2868219794\">\n#top .av_textblock_section.av-m0xu3741-006bc84537b1f9d8b859ba2868219794 .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-m0xu3741-006bc84537b1f9d8b859ba2868219794 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h1>Wat is het belang van een goede customer journey?<\/h1>\n<p>Als we willen inzetten op klantentevredenheid, is het uiterst belangrijk om een goede customer journey te ontwerpen. Het bepaalt namelijk hoe we onszelf als bedrijf differenti\u00ebren van de concurrentie en hoe we onze organisatie moeten structureren om onze service zo goed mogelijk te leveren.<!--more--><\/p>\n<\/div><\/section><\/div>\n<div  class='flex_column av-249txn-3877e4d6594373be69e7f6a58ab75bc9 av_one_full  avia-builder-el-3  el_after_av_one_full  el_before_av_one_full  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-m0xuo4im-08887198462ec073808fe240df7c5466 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2>Wat is een customer journey?<\/h2>\n<p class=\"p1\">De customer journey is de reis die een klant doormaakt wanneer hij met ons in contact komt. Er bestaan ontelbaar veel verschillende versies van customer journeys, maar uiteindelijk komt het hierop neer:<\/p>\n<ul>\n<li>Een customer journey bevat alle stappen, in chronologische volgorde, vanuit het oogpunt van de klant tijdens \u00e9\u00e9n specifiek proces van jouw bedrijf.<\/li>\n<li>Iedere stap situeert zich op een tevredenheids-as. Die gaat van zeer negatief tot zeer positief.<\/li>\n<\/ul>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m0xup4c3-0b4abdfdd7fcc39f326f21b8721615f7\">\n.avia-image-container.av-m0xup4c3-0b4abdfdd7fcc39f326f21b8721615f7 img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-m0xup4c3-0b4abdfdd7fcc39f326f21b8721615f7 .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-m0xup4c3-0b4abdfdd7fcc39f326f21b8721615f7 av-styling- avia-align-center  avia-builder-el-5  el_after_av_textblock  avia-builder-el-last '   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-518 avia-img-lazy-loading-not-518 avia_image ' src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-journey-300x222.jpeg\" alt='Illustratie van de customer journey, waarbij donkergroen &quot;uitstekend&quot; betekent en donkerrood &quot;barslecht&quot;.' title='customer-journey'  height=\"222\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-journey-300x222.jpeg 300w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-journey.jpeg 599w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/div><\/div><\/p><\/div>\n<div  class='flex_column av-oknn-1b16659b0a958c1e6e896f2f7f990984 av_one_full  avia-builder-el-6  el_after_av_one_full  el_before_av_one_full  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-m0xu4mkr-b789e66bb0fa7b1ab25bfe4b8fe0b7e6 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 class=\"p1\">Waarom is een customer journey zo belangrijk?<\/h2>\n<p class=\"p2\">Het maken van een customer journey helpt ons om de klantbeleving te ontwerpen die we beogen voor de klant en om onze manier van werken erop af te stemmen. Het is een leidraad die ons helpt om ons optimaal te organiseren om onze klant te geven wat we hem beloven in ons <a href=\"https:\/\/www.onestone.be\/blog\/wat-is-een-service-concept\/\">service concept<\/a>.<\/p>\n<p class=\"p2\">Het helpt ons om ons te differenti\u00ebren. Voor welke elementen van onze dienst willen we dat de klant bij ons komt? En welke elementen moeten bijgevolg uitstekend zijn? Welke elementen zijn vandaag minder positief, maar horen bij de keuze die we maken? Zo zal een slow-food restaurant nooit uitstekend scoren op de wachttijd, en zal een fastfood restaurant nooit uitstekend scoren op de kwaliteit van de ingredi\u00ebnten.<\/p>\n<\/div><\/section><\/div>\n<div  class='flex_column av-1qp5cb-7be1065499b244f01af792db3322dc62 av_one_full  avia-builder-el-8  el_after_av_one_full  el_before_av_one_full  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-m0xurnsb-e4ce5e1ae98f77a4aa260d61f67112c0 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 class=\"p1\">Hoe ontwerp je een customer journey?<\/h2>\n<h3 class=\"p2\"><span class=\"s1\">Verzamel een divers team<\/span><\/h3>\n<p class=\"p3\">Vaak hebben klanten op verschillende stappen in hun klantenreis te maken met andere medewerkers. Het is dan ook interessant om al deze medewerkers te betrekken in het ontwerp van de journey, zij weten namelijk het meeste over hun specifieke stuk en wat het effect ervan is op de klantbeleving.<\/p>\n<p class=\"p5\">Daarnaast heb je ook graag de mensen erbij die de uiteindelijke goedkeuring zullen geven om een aantal dingen te veranderen binnen de organisatie. Het is moeilijker om een plan af te keuren dat je zelf ontworpen hebt.<\/p>\n<h3 class=\"p2\"><span class=\"s1\">Start bij het Kano model<\/span><\/h3>\n<p class=\"p5\">Voor je start met het ontwerpen van jouw customer journey, doe je er goed aan om even stil te staan bij de principes van <a href=\"https:\/\/en.wikipedia.org\/wiki\/Kano_model\">het Kano model<\/a> en alle satisfiers, dissatisfiers en performance metrics oplijst. Dat zijn namelijk de bouwstenen die je zullen helpen om iedere stap goed te documenteren.<\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m0xv77bg-b0059d8b65f35d73f609227b153e6335\">\n.avia-image-container.av-m0xv77bg-b0059d8b65f35d73f609227b153e6335 img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-m0xv77bg-b0059d8b65f35d73f609227b153e6335 .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-m0xv77bg-b0059d8b65f35d73f609227b153e6335 av-styling- avia-align-center  avia-builder-el-10  el_after_av_textblock  avia-builder-el-last '   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-526 avia-img-lazy-loading-not-526 avia_image ' src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/kano-model-satisfiers-dissatisfiers-300x217.png\" alt='' title='kano-model-satisfiers-dissatisfiers'  height=\"217\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/kano-model-satisfiers-dissatisfiers-300x217.png 300w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/kano-model-satisfiers-dissatisfiers-768x557.png 768w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/kano-model-satisfiers-dissatisfiers-705x511.png 705w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/kano-model-satisfiers-dissatisfiers.png 938w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/div><\/div><\/p><\/div>\n<div  class='flex_column av-5veqj-7aef2302dba50b3f0196468d402e4d22 av_one_full  avia-builder-el-11  el_after_av_one_full  el_before_av_one_full  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-m0xv0thv-753e9db986a601cb3ee65f3df77f4ca4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h3 class=\"p2\"><span class=\"s1\">Documenteer <\/span><span class=\"s2\">alleen<\/span><span class=\"s1\"> wat de klant meemaakt<\/span><\/h3>\n<p class=\"p3\">Ga na wat de stappen zijn die de klant doormaakt. Ook voor hij voor het eerst met jou in contact komt. Wat zorgt ervoor dat hij in dit proces terecht komt? Wanneer moet hij wachten, en hoe lang? Noteer iedere stap bij voorkeur met post-its, zo kan je achteraf nog schuiven als je iets vergeten bent.<\/p>\n<p class=\"p5\">Heb je alle stappen opgelijst? Dan kan je nu alle stappen op de juiste hoogte zetten volgens hun impact op de klantentevredenheid.<\/p>\n<h3 class=\"p2\"><span class=\"s1\">Evalueer je journey<\/span><\/h3>\n<p class=\"p3\">Nu jouw journey klaar is, is het tijd om er eens kritisch naar te kijken. Reflecteert deze journey jouw service concept? Staan de elementen waarin jouw bedrijf zich wil onderscheiden in het donkergroen? Zijn de elementen die je daarvoor moet opofferen, ook realistisch ingeschat?<\/p>\n<\/div><\/section><\/div>\n<div  class='flex_column av-1drs97-2d5d15716a5a8b63d38d9b328524905b av_one_full  avia-builder-el-13  el_after_av_one_full  el_before_av_one_third  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-m0xuvslk-76b003303ca9a32932ab2354c5522d05 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 class=\"p1\">Enkele handige tips<\/h2>\n<h3 class=\"p2\"><span class=\"s1\">De peak-end rule <\/span><\/h3>\n<p class=\"p3\">Klanten onthouden nooit de hele beleving, wel de pieken. Is de volledige ervaring licht groen, maar \u00e9\u00e9n element donkerrood? Dan zullen ze vooral dat ene donkerrode element onthouden. Omgekeerd geldt hetzelfde. Een piek is \u00e9xtra sterk aan het begin, en nog sterker aan het einde.<\/p>\n<p class=\"p5\">Probeer er dus altijd voor te zorgen dat jouw begin, maar vooral het einde van de klantbeleving uitstekend is.<\/p>\n<h3 class=\"p2\"><span class=\"s1\">De pleasure-pain gap<\/span><\/h3>\n<p class=\"p3\">Honger is de beste saus, dat is ook zo binnen customer experience. Serveer je heerlijk, vers eten? Dan mag het iets kosten. En je klanten mogen er ook even op wachten. De anticipatie en de opoffering dragen bij aan de positieve piek, zolang hij niet in het donkerrood gaat.<\/p>\n<h2 class=\"p6\">Het eindigt niet bij de customer journey<\/h2>\n<p class=\"p3\">Een ideale customer journey ontwerpen is heel fijn, alleen willen wel dat die journey ook realiteit wordt voor de klant. Als je wil dat jouw customer journey ook daadwerkelijk je klant meer tevreden maakt, dan zal je het proces waarop je de betreffende dienst levert, daarop moeten afstemmen. Daarover lees je meer in onze blog over <span class=\"s2\">hoe je een proces ontwerpt.<\/span><\/p>\n<\/div><\/section><\/div>\n<div class='flex_column_table av-17slcb-bbe344ab02a1b7d9825579d505317993 sc-av_one_third av-equal-height-column-flextable'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-17slcb-bbe344ab02a1b7d9825579d505317993\">\n#top .flex_column_table.av-equal-height-column-flextable.av-17slcb-bbe344ab02a1b7d9825579d505317993{\nmargin-bottom:40px;\n}\n<\/style>\n<div  class='flex_column av-17slcb-bbe344ab02a1b7d9825579d505317993 av_one_third  avia-builder-el-15  el_after_av_one_full  el_before_av_three_fifth  first flex_column_table_cell av-equal-height-column av-align-middle  column-top-margin'     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m0xv90av-66072a279b169e13757b0e6f5d4b9528\">\n.avia-image-container.av-m0xv90av-66072a279b169e13757b0e6f5d4b9528 img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-m0xv90av-66072a279b169e13757b0e6f5d4b9528 .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-m0xv90av-66072a279b169e13757b0e6f5d4b9528 av-styling-circle avia-align-center  avia-builder-el-16  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-501 avia-img-lazy-loading-not-501 avia_image ' src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-300x300.jpg\" alt='' title='anton-van-biesen-close-up'  height=\"300\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-300x300.jpg 300w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-80x80.jpg 80w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-768x768.jpg 768w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-36x36.jpg 36w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-180x180.jpg 180w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-705x705.jpg 705w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up.jpg 800w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/div><\/div><\/div>\n<div class='av-flex-placeholder'><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-10px4r-5d6d62c0f8c0a2d46dc43ef670a94f04\">\n#top .flex_column_table.av-equal-height-column-flextable.av-10px4r-5d6d62c0f8c0a2d46dc43ef670a94f04{\nmargin-bottom:40px;\n}\n<\/style>\n<div  class='flex_column av-10px4r-5d6d62c0f8c0a2d46dc43ef670a94f04 av_three_fifth  avia-builder-el-17  el_after_av_one_third  el_before_av_one_full  flex_column_table_cell av-equal-height-column av-align-middle  column-top-margin'     ><section  class='av_textblock_section av-m0xv9pb5-4db9c49767651ddcc80bd419e8dea8cb '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><blockquote>\n<p>Geschreven door <a href=\"https:\/\/www.onestone.be\/team\/draft\/\">Anton Van Biesen<\/a><br \/>\nCustomer Strategy Expert @Onestone<\/p>\n<\/blockquote>\n<p>Effici\u00ebntie gecombineerd met menselijkheid is het ideale recept om extreem klantvriendelijk te zijn. Ik help jouw team daar graag bij.<\/p>\n<\/div><\/section><\/div><\/div><!--close column table wrapper. Autoclose: 1 -->\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-w0qur-1d9e0c806ce2e36e8ebbb6aa7655c9ef\">\n.flex_column.av-w0qur-1d9e0c806ce2e36e8ebbb6aa7655c9ef{\nborder-radius:10px 10px 10px 10px;\npadding:35px 25px 15px 25px;\nbackground:url(https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/beeldmerk-onestone-wit-2.svg) 100% 0% no-repeat scroll #d84d0c;\n}\n<\/style>\n<div  class='flex_column av-w0qur-1d9e0c806ce2e36e8ebbb6aa7655c9ef av_one_full  avia-builder-el-19  el_after_av_three_fifth  avia-builder-el-last  first flex_column_div avia-full-stretch  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-qmaur-602a12ca640a70dbd8fdf5d665f8d508\">\n#top .av_textblock_section.av-qmaur-602a12ca640a70dbd8fdf5d665f8d508 .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-qmaur-602a12ca640a70dbd8fdf5d665f8d508 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h3 style=\"text-align: center;\">Op de hoogte blijven?<\/h3>\n<p style=\"text-align: center;\">Benieuwd naar meer artikelen, expertinzichten of updates van Onestone<\/p>\n<p style=\"text-align: center;\">Volg ons dan op Social Media.<\/p>\n<\/div><\/section><br \/>\n<div  class='avia-buttonrow-wrap av-mi6aj-a651d1cfec33af887eeac8f2eae88f84 avia-buttonrow-center  avia-builder-el-21  el_after_av_textblock  avia-builder-el-last '>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-cjmvv-651a0497de229789807bc40496e9146a\">\n#top #wrap_all .avia-button.av-cjmvv-651a0497de229789807bc40496e9146a{\nfont-size:18px;\nborder-radius:25px 25px 25px 25px;\nbox-shadow:none;\ntransition:all 0.4s ease-in-out;\npadding:10px 13px 10px 13px;\nmargin-bottom:30px;\nmargin-right:15px;\nmargin-left:15px;\n}\n#top #wrap_all .avia-button.av-cjmvv-651a0497de229789807bc40496e9146a:hover .avia_button_background{\nborder-radius:25px 25px 25px 25px;\n}\n<\/style>\n<a href='https:\/\/www.linkedin.com\/company\/one-stone-nv\/'  class='avia-button av-cjmvv-651a0497de229789807bc40496e9146a avia-icon_select-yes-left-icon avia-size-small av-button-notext avia-color-light'  target=\"_blank\"  rel=\"noopener noreferrer\"  ><span class='avia_button_icon avia_button_icon_left avia-iconfont avia-font-entypo-fontello' data-av_icon='\ue8fc' data-av_iconfont='entypo-fontello' ><\/span><span class='avia_iconbox_title' ><\/span><\/a>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-wp3f-914477da838eca1f83d485e52d920d5b\">\n#top #wrap_all .avia-button.av-wp3f-914477da838eca1f83d485e52d920d5b{\nfont-size:18px;\nborder-radius:25px 25px 25px 25px;\nbox-shadow:none;\ntransition:all 0.4s ease-in-out;\npadding:10px 13px 10px 13px;\nmargin-bottom:30px;\nmargin-right:15px;\nmargin-left:15px;\n}\n#top #wrap_all .avia-button.av-wp3f-914477da838eca1f83d485e52d920d5b:hover .avia_button_background{\nborder-radius:25px 25px 25px 25px;\n}\n<\/style>\n<a href='https:\/\/twitter.com\/Onestone_says'  class='avia-button av-wp3f-914477da838eca1f83d485e52d920d5b avia-icon_select-yes-left-icon avia-size-small av-button-notext avia-color-light'  target=\"_blank\"  rel=\"noopener noreferrer\"  ><span class='avia_button_icon avia_button_icon_left avia-iconfont avia-font-entypo-fontello' data-av_icon='\ue932' data-av_iconfont='entypo-fontello' ><\/span><span class='avia_iconbox_title' ><\/span><\/a>\n<\/div><\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Customer journeys zijn er in alle vormen en maten. Wat zijn de elementen die je nodig hebt om goed in kaart te brengen wat je klant doormaakt en zijn ervaring zo goed mogelijk te maken?<\/p>\n","protected":false},"author":23,"featured_media":530,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[14,15,12],"class_list":["post-515","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tools-en-technieken","tag-customer-journey","tag-klantreis","tag-service-concept"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Wat is het belang van een goede customer journey?<\/title>\n<meta name=\"description\" content=\"Het ontwerpen van een goede customer journey is de eerste stap in het verbeteren van jouw klantentevredenheid. Vraag Onestone\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Wat is het belang van een goede customer journey?\" \/>\n<meta property=\"og:description\" content=\"Het ontwerpen van een goede customer journey is de eerste stap in het verbeteren van jouw klantentevredenheid. Vraag Onestone\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/\" \/>\n<meta property=\"og:site_name\" content=\"Onestone\" \/>\n<meta property=\"article:published_time\" content=\"2024-09-03T13:09:10+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-04-10T12:50:38+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-being-treated-well-1-1-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"921\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Onestone\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@Onestone_says\" \/>\n<meta name=\"twitter:site\" content=\"@Onestone_says\" \/>\n<meta name=\"twitter:label1\" content=\"Geschreven door\" \/>\n\t<meta name=\"twitter:data1\" content=\"Onestone\" \/>\n\t<meta name=\"twitter:label2\" content=\"Geschatte leestijd\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minuten\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wat-is-het-belang-van-een-goede-customer-journey\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wat-is-het-belang-van-een-goede-customer-journey\\\/\"},\"author\":{\"name\":\"Onestone\",\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/#\\\/schema\\\/person\\\/90d12ab1487e72dbf3496d344b40932f\"},\"headline\":\"Wat is het belang van een goede customer journey?\",\"datePublished\":\"2024-09-03T13:09:10+00:00\",\"dateModified\":\"2025-04-10T12:50:38+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wat-is-het-belang-van-een-goede-customer-journey\\\/\"},\"wordCount\":5734,\"publisher\":{\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wat-is-het-belang-van-een-goede-customer-journey\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wp-content\\\/uploads\\\/2024\\\/09\\\/customer-being-treated-well-1-1-scaled.jpg\",\"keywords\":[\"customer journey\",\"klantreis\",\"service concept\"],\"articleSection\":[\"Tools &amp; technieken\"],\"inLanguage\":\"nl-NL\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wat-is-het-belang-van-een-goede-customer-journey\\\/\",\"url\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wat-is-het-belang-van-een-goede-customer-journey\\\/\",\"name\":\"Wat is het belang van een goede customer journey?\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wat-is-het-belang-van-een-goede-customer-journey\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wat-is-het-belang-van-een-goede-customer-journey\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wp-content\\\/uploads\\\/2024\\\/09\\\/customer-being-treated-well-1-1-scaled.jpg\",\"datePublished\":\"2024-09-03T13:09:10+00:00\",\"dateModified\":\"2025-04-10T12:50:38+00:00\",\"description\":\"Het ontwerpen van een goede customer journey is de eerste stap in het verbeteren van jouw klantentevredenheid. Vraag Onestone\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wat-is-het-belang-van-een-goede-customer-journey\\\/#breadcrumb\"},\"inLanguage\":\"nl-NL\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wat-is-het-belang-van-een-goede-customer-journey\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"nl-NL\",\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wat-is-het-belang-van-een-goede-customer-journey\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wp-content\\\/uploads\\\/2024\\\/09\\\/customer-being-treated-well-1-1-scaled.jpg\",\"contentUrl\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wp-content\\\/uploads\\\/2024\\\/09\\\/customer-being-treated-well-1-1-scaled.jpg\",\"width\":1920,\"height\":921,\"caption\":\"customer journey\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wat-is-het-belang-van-een-goede-customer-journey\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Wat is het belang van een goede customer journey?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/\",\"name\":\"Onestone\",\"description\":\"Customer Strategy Experts\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"nl-NL\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/#organization\",\"name\":\"Onestone\",\"url\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"nl-NL\",\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wp-content\\\/uploads\\\/2024\\\/06\\\/opsomming-arrow.svg\",\"contentUrl\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/wp-content\\\/uploads\\\/2024\\\/06\\\/opsomming-arrow.svg\",\"width\":1,\"height\":1,\"caption\":\"Onestone\"},\"image\":{\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/x.com\\\/Onestone_says\",\"https:\\\/\\\/www.linkedin.com\\\/company\\\/one-stone-nv\\\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.onestone.be\\\/blog\\\/#\\\/schema\\\/person\\\/90d12ab1487e72dbf3496d344b40932f\",\"name\":\"Onestone\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"nl-NL\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/319892389e1c69d17b424b7bf4b8a63bf2be8f0e785027cdaaeab833d9ad91bd?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/319892389e1c69d17b424b7bf4b8a63bf2be8f0e785027cdaaeab833d9ad91bd?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/319892389e1c69d17b424b7bf4b8a63bf2be8f0e785027cdaaeab833d9ad91bd?s=96&d=mm&r=g\",\"caption\":\"Onestone\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Wat is het belang van een goede customer journey?","description":"Het ontwerpen van een goede customer journey is de eerste stap in het verbeteren van jouw klantentevredenheid. Vraag Onestone","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/","og_locale":"nl_NL","og_type":"article","og_title":"Wat is het belang van een goede customer journey?","og_description":"Het ontwerpen van een goede customer journey is de eerste stap in het verbeteren van jouw klantentevredenheid. Vraag Onestone","og_url":"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/","og_site_name":"Onestone","article_published_time":"2024-09-03T13:09:10+00:00","article_modified_time":"2025-04-10T12:50:38+00:00","og_image":[{"width":1920,"height":921,"url":"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-being-treated-well-1-1-scaled.jpg","type":"image\/jpeg"}],"author":"Onestone","twitter_card":"summary_large_image","twitter_creator":"@Onestone_says","twitter_site":"@Onestone_says","twitter_misc":{"Geschreven door":"Onestone","Geschatte leestijd":"5 minuten"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/#article","isPartOf":{"@id":"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/"},"author":{"name":"Onestone","@id":"https:\/\/www.onestone.be\/blog\/#\/schema\/person\/90d12ab1487e72dbf3496d344b40932f"},"headline":"Wat is het belang van een goede customer journey?","datePublished":"2024-09-03T13:09:10+00:00","dateModified":"2025-04-10T12:50:38+00:00","mainEntityOfPage":{"@id":"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/"},"wordCount":5734,"publisher":{"@id":"https:\/\/www.onestone.be\/blog\/#organization"},"image":{"@id":"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/#primaryimage"},"thumbnailUrl":"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-being-treated-well-1-1-scaled.jpg","keywords":["customer journey","klantreis","service concept"],"articleSection":["Tools &amp; technieken"],"inLanguage":"nl-NL"},{"@type":"WebPage","@id":"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/","url":"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/","name":"Wat is het belang van een goede customer journey?","isPartOf":{"@id":"https:\/\/www.onestone.be\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/#primaryimage"},"image":{"@id":"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/#primaryimage"},"thumbnailUrl":"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-being-treated-well-1-1-scaled.jpg","datePublished":"2024-09-03T13:09:10+00:00","dateModified":"2025-04-10T12:50:38+00:00","description":"Het ontwerpen van een goede customer journey is de eerste stap in het verbeteren van jouw klantentevredenheid. Vraag Onestone","breadcrumb":{"@id":"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/#breadcrumb"},"inLanguage":"nl-NL","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/"]}]},{"@type":"ImageObject","inLanguage":"nl-NL","@id":"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/#primaryimage","url":"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-being-treated-well-1-1-scaled.jpg","contentUrl":"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/customer-being-treated-well-1-1-scaled.jpg","width":1920,"height":921,"caption":"customer journey"},{"@type":"BreadcrumbList","@id":"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.onestone.be\/blog\/"},{"@type":"ListItem","position":2,"name":"Wat is het belang van een goede customer journey?"}]},{"@type":"WebSite","@id":"https:\/\/www.onestone.be\/blog\/#website","url":"https:\/\/www.onestone.be\/blog\/","name":"Onestone","description":"Customer Strategy Experts","publisher":{"@id":"https:\/\/www.onestone.be\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.onestone.be\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"nl-NL"},{"@type":"Organization","@id":"https:\/\/www.onestone.be\/blog\/#organization","name":"Onestone","url":"https:\/\/www.onestone.be\/blog\/","logo":{"@type":"ImageObject","inLanguage":"nl-NL","@id":"https:\/\/www.onestone.be\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/opsomming-arrow.svg","contentUrl":"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/opsomming-arrow.svg","width":1,"height":1,"caption":"Onestone"},"image":{"@id":"https:\/\/www.onestone.be\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/x.com\/Onestone_says","https:\/\/www.linkedin.com\/company\/one-stone-nv\/"]},{"@type":"Person","@id":"https:\/\/www.onestone.be\/blog\/#\/schema\/person\/90d12ab1487e72dbf3496d344b40932f","name":"Onestone","image":{"@type":"ImageObject","inLanguage":"nl-NL","@id":"https:\/\/secure.gravatar.com\/avatar\/319892389e1c69d17b424b7bf4b8a63bf2be8f0e785027cdaaeab833d9ad91bd?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/319892389e1c69d17b424b7bf4b8a63bf2be8f0e785027cdaaeab833d9ad91bd?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/319892389e1c69d17b424b7bf4b8a63bf2be8f0e785027cdaaeab833d9ad91bd?s=96&d=mm&r=g","caption":"Onestone"}}]}},"_links":{"self":[{"href":"https:\/\/www.onestone.be\/blog\/wp-json\/wp\/v2\/posts\/515","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.onestone.be\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.onestone.be\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.onestone.be\/blog\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/www.onestone.be\/blog\/wp-json\/wp\/v2\/comments?post=515"}],"version-history":[{"count":16,"href":"https:\/\/www.onestone.be\/blog\/wp-json\/wp\/v2\/posts\/515\/revisions"}],"predecessor-version":[{"id":727,"href":"https:\/\/www.onestone.be\/blog\/wp-json\/wp\/v2\/posts\/515\/revisions\/727"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.onestone.be\/blog\/wp-json\/wp\/v2\/media\/530"}],"wp:attachment":[{"href":"https:\/\/www.onestone.be\/blog\/wp-json\/wp\/v2\/media?parent=515"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.onestone.be\/blog\/wp-json\/wp\/v2\/categories?post=515"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.onestone.be\/blog\/wp-json\/wp\/v2\/tags?post=515"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}