Creating the ultimate Customer Journey
A few months ago, I gave a presentation in Dubai about the creating the ultimate customer journey. Customer experience means different things to different people, but my starting point is…
A seamless, omnichannel journey, where the customer receives a personalised experience, aided by digital technology, without losing sight of the fundamentals, and to remove friction so that conversion is maximised and loyalty is built.
That goal has several parts, but at the heart of any customer journey is ‘The Customer‘
Goals
So my goal with this site is to dig deeper into each of the elements of the task at hand. In order to do that, I intend to:
- Monitor trends,
- Review customer journeys across different industries,
- Provide insight into digital tools that enable a better customer experience
- Develop case studies to highlight best practice.
- Demystify some of the buzzwords like; Marketing Automation, CX, UX, CRM and Personalisation
- and hopefully… To make you think.
In addition, there will be the occasional look at marketing and social media trends which for many customers is the beginning of the customer journey in 2017.
Who am I to be so bold as to tell you how to create the ultimate customer journey? Well, I have worked in a professional capacity to help companies achieve the goal, but like you, whoever you are, I am a customer.
Coming up…
- Who is your customer? Can Marketing Automation do better than your store staff at personalising a shopping experience?
- Are you rewarding loyalty or spend?
- Be the customer – a review of Aloft Abu Dhabi.
No Comments