Every organization has (or should have) a customer journey map that a customer goes through improving their customer experience. We are no different. After the transition from a prospect to a client there is a specific process that we walk through from inception of the project to launch and even to an ongoing relationship.
We think it’s helpful for you to know what that journey is, what to expect during each step in the journey, and why we do it this way.
What is the Bitwise Customer Journey and What Can You Expect?
- Pre-kickoff – We discuss dates, point of contact, who’s making the decisions/need to have approval before moving on, and out of office times during project.
- Design kickoff– Our Design Team meets with the client to discuss design ideas, websites preferences, how the user will be using the website and prep for discovery work.
- Technical kickoff – After final designs have been approved, we discuss the technical functionality of the website and other technical aspects that are part of the proposal.
- Development- Depending on the length of the project, we will schedule either bi-weekly follow-up meetings or monthly follow-up meetings to show the progress of the project.
- Launch Day – Launch date will be scheduled 2 weeks prior to launch.
- Post-launch – Once the website is launched, the client has a 30-day warranty window where we offer to fix all bugs related to the project that launched.
- Relationship Building – After launch of your site, we continue to provide remarkable and targeted content that engages, delights, and meets the needs of new visitors and existing customers.
Why Do We Follow This Customer Journey?
As I sit and write this blog post, I am sitting in one of our conference rooms, the Solarium, a large comfy room with lots of natural light. We have a sign that hangs above the door that reminds us to follow our customer journey that reads:
Our goal is to make our clients a champion. A champion in their industry, a champion to their boss, better yet a champion to their clients. This doesn’t happen on accident. This is something that we must plan and have strategy behind.
If we did not have an outlined customer journey our clients would not be champions. They would be frustrated, confused, and unaware of the state of their work with us.
At Bitwise, we like to focus on what is important: relationships. Rather than being seen as just another “vendor,” we like to "Partner" with our clients to build a relationship based on trust. Specializing in Marketing, Creative, and Custom Development, we are your trusted Carmel web design and development solution specialists.
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