How many marketers truly understand the customer journey

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How many marketers truly understand the customer journey

Customer experience’ (CX) is without a doubt the most important phrase for anyone responsible for an organisation’s service levels.

A mechanism to ensure the CX is a living, breathing and achievable ‘thing’, a considered customer journey ought to be the backbone of any savvy marketing strategy. More than that, it can have an unparalleled influence on marketing’s role within the wider organisation, and even the peripheral business processes that need to be in place if optimum CX is to be truly prioritised. An Econsultancy study certainly found that companies with a customer-focused strategy see a quantifiable uplift in their business activity.

customer experience

Customer Experience

Some Fundamental Tips:-

  1. Realise this is an iterative process.
  2. Keep the customer journey at the forefront.
  3. Commit the time.
  4. Think about ‘who’ should be involved in the journey mapping exercise.
  5. Be open minded.
  6. Create a ‘to do’ list of what to do next.
  7. Benchmark and better the journey.


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