Articles
Tag: customer journey
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Navigating the Challenges of the Post-Sale Customer Journey
Like software, a customer journey is constantly changing and evolving. It is never “done.”
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One Reason Personalization Fails? Customer Journey Mismanagement
It's easy to get personalization wrong. One way companies get personalization wrong is through mismanagement of the customer journey.
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The Importance of Consumer Education in Today's Data-Driven Purchasing Journey
Today’s consumers are well-informed and rely heavily on online information before a purchase, making consumer education more important than ever.
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Critical Moments: Where Customer Experience Is Won or Lost
Certain points in the customer journey have an outsized impact on the outcome. Identify and focus your efforts on these critical moments.
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Micro-Moments: Are They Really a Thing?
With consumer attention dwindling marketers are working overtime to reach their audience, and are looking to to make the most of micro-moments.
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It's Not the Metrics, But the Customer Story That Counts
Rather than just measure our customers, we really need to get to know them. It’s a straightforward but old-fashioned idea: build relationships.
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Designing for Every Stage of the Customer Journey
Design plays a dynamic role throughout the customer journey. By adapting your approach to design to different stages, you can enrich the customer experience.
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Breathe New Life Into Your B2B Customer Experiences
B2B customer experience has been playing catch up to B2C CX for years. So what separates the laggards from the leaders?
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Digital Marketing Enters its Third Decade: What Changed in the Last 10 Years
We can map the first two decades of this century to the maturity of the digital age of marketing.
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From Discovery to Action: How Do You Operationalize Customer Journey Maps?
Instead of mapping your customer journey and then figuring out what to do with it, begin the mapping process with specific operational goals in mind.
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Have a Bad Customer Experience Reputation? Own It (and Other Advice)
Having a bad reputation for customer experience is a big — but not insurmountable — challenge. Here's how you can work past it.
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Customer Journeys Continue to Evolve: 3 Changes for the Year Ahead
New trends like direct to consumer selling are once again broadening the horizons of what we see as the customer journey.
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Data Management Is the Key to Success – or Failure – in Customer Journey Orchestration
While data is essential for marketing automation, personalization and customer journey orchestration, just having a lot of data isn’t enough.
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Leap Into the Future: Shape Customer Journeys With Context
A marketing book that published in 1999 — yes, 1999 — points the way for what we should be doing in customer experience in the year ahead.
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