![](https://data.maglr.com/2739/issues/32791/431823/assets/media/0b056607afe6e1d2bd05812c651283a8d0efe24670a5b06870c45fcce5382880.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/7303ded36b63cffcafa126d3edaf3e2d60affd2bbb8af9c10cd3bc563614b8f1.png)
+
Loyalty
'Lely really is my partner. I tell other farmers constantly: work with Lely.'
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/8ec8c1475cec1f50283059856d1b057d35a938453fabe91fb32b94a424df724b.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/21c4bda04f070752e3acb2da90b9acac3204da5ff8ec57e8ae169b45867b35f2.png)
+
Operate
'My Lely solution works! And I can
still rely on Lely's support 24/7.'
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/684d99404b599c280448bd219ee2b463ced842ccc501d039d69d0db2c7488466.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/321f940cbe0f324279bd34024dee1dfb045cd12e2907a9ede980eabe0db0e3e8.png)
+
Transition
'Lely is a real partner. Supporting me
in setting up for automation.'
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/c88c447d265b9149053b16709bfe62f698c36e4359e50fba764310feb0abb491.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/9df267e628a5ee705dd6a97963678f0f883163c0275e6aee09a852636772e187.png)
+
Decision
'Lely it is. Their support goes
beyond my initial challenge.'
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/e746808a209c2f17bd387468cf474be044179fff74a6e6458d9d7c2d757ca7ac.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/c1b15b86b30804aaa77f9120796bbb113e476f97351f6e2b4a23dc00aee9c001.png)
+
Consideration
'Lely pops up in my search. Definitely in
my top three favourites.'
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/91c2903bc09f9c54ea1ad619d3685cf541a0706be889b1ab9cfdbd32784dbda5.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/a5a04f9e3edecdfd933499c5c3e5d4c27ff9e5a0f8fff77144ae6ccce3ab9d51.png)
+
Awareness
'I need a solution to my challenge. While searching, I don't focus on brands.'
Please note: this is a representation of the ideal, desired customer journey. Not every customer walks the same path and sometimes, halfway through the journey, someone returns to a previous step or skips a stage.
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/4cf6d278ff8f4bf6446365aaa4c497d4a57e2aaf11ae8ff82b7a829bba1abe81.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/adcaf1b3f98d12bbe748955d56b128f8e00fadf0416d88d56323de6d225ce38b.png)
Online and Onfarm
The farmer of the future increasingly needs an ‘omni-channel’ approach. In other words, in order to meet their wishes, we need to offer different channels, so that the customer has a choice of when they want to reach us and through which channel. Sometimes it will be through one of our communities, other times they may need an in-depth conversation with one of our colleagues. The customer determines their own journey towards becoming a Lely fan.
This visual representation of the customer journey shows what it can look like. Click on the hotspots for an extra explanation.
a Lely fan
Before a robot is installed on a dairy farm, a farmer goes through quite a number of steps in which they come into contact with Lely. We call those steps touch points. Sometimes these touch points are physical, such as a face-to-face sales meeting, but increasingly, customers also meet Lely online. All those encounters together form the customer journey: the journey the customer makes to eventually become a Lely fan. And that’s our goal.
HOTSPOTS
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/037e3b42af63ad5c80508fa2440cef431821910feaffaf242062fdb3f691a6f3.jpg)
Please note: this is a representation of the ideal, desired customer journey. Not every customer walks the same path and sometimes, halfway through the journey, someone returns to a previous step or skips a stage.
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/05cc0a8ee1218426516f3a437039cc5cc06329111e08606c681fb6b9b76d52ee.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/68b1ae16f807a683b448a08560243e3f24816b7f1f78492c937cf22965d2cf52.png)
+
Loyalty
'Lely really is my partner. I tell other farmers constantly: work with Lely.'
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/b612b43ac175895ee593ed0137ad28b2d767180248124698732f87098b0cb82f.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/c732078ac244f9d8f85738c830d0c0a5bf2590092d8de9d9dd95998940a58c63.png)
+
Operate
'My Lely solution works! And I can
still rely on Lely's support 24/7.'
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/1fd2415a6f5feec14df323f90ae87e7381e2d3c21ef3c374cf14379cb5d67a00.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/9cefbffc8be7ef6a763b71380a37e7b6f5435decd4189d3353fae77eb1584bfc.png)
+
Transition
'Lely is a real partner. Supporting me
in setting up for automation.'
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/880ac4b99798afb14a39d43d865702b6aaf23ff073e169ff668fe462ac0fd93a.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/1fe073be02022fe306555a341001ff5b89c223b985b08f2fee4b8a20f27bd07b.png)
+
Decision
'Lely it is. Their support goes
beyond my initial challenge.'
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/54faa25cdcc8034cb1e15f0ab24318336e2cc521f3c767ff384ca96a9c855bf9.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/9e9ba664c0021a40fb785be79377cca14abf69c0604528c29e22a0f0fafac0cd.png)
+
Consideration
'Lely pops up in my search. Definitely in
my top three favourites.'
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/e3bff6b6b765b9a9274f0d8899276111a23b9d90e657589d691663f1280da911.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/38fb4778e012ff2f30e47f22bd3e454838e0dd187b3401d98672d0f52189a885.png)
+
Awareness
'I need a solution to my challenge. While searching, I don't focus on brands.'
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/413000cf58d08612b88250c72053b29bf50fa86038f631c45c43c8759789ef66.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/7c21797643fffd5c0f19e5f9578ad7675402a596910658edb4b8e1ff719e6cdb.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/7c21797643fffd5c0f19e5f9578ad7675402a596910658edb4b8e1ff719e6cdb.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/7c21797643fffd5c0f19e5f9578ad7675402a596910658edb4b8e1ff719e6cdb.png)
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/7c21797643fffd5c0f19e5f9578ad7675402a596910658edb4b8e1ff719e6cdb.png)
Online and Onfarm
The farmer of the future increasingly needs an ‘omni-channel’ approach. In other words, in order to meet their wishes, we need to offer different channels, so that the customer has a choice of when they want to reach us and through which channel. Sometimes it will be through one of our communities, other times they may need an in-depth conversation with one of our colleagues. The customer determines their own journey towards becoming a Lely fan.
This visual representation of the customer journey shows what it can look like. Click on the hotspots for an extra explanation.
Before a robot is installed on a dairy farm, a farmer goes through quite a number of steps in which they come into contact with Lely. We call those steps touch points. Sometimes these touch points are physical, such as a face-to-face sales meeting, but increasingly, customers also meet Lely online. All those encounters together form the customer journey: the journey the customer makes to eventually become a Lely fan. And that’s our goal.
a Lely fan
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/4cf6d278ff8f4bf6446365aaa4c497d4a57e2aaf11ae8ff82b7a829bba1abe81.png)
HOTSPOTS
![](https://data.maglr.com/2739/issues/32791/431823/assets/media/144826c25f636314eb58be2c215d685c0a9147a610629a2785eb35e96f889c62.jpg)