Smart consumer interaction requires a view informed by integrated data as well as synchronized touch points across all channels.
Today, consumers expect that you will recognize them consistently and communicate with them appropriately – in both content and cadence. Smart consumer interaction – personalized and relevant in the right channel, at the right time, at the right frequency – requires a view informed by integrated data as well as synchronized touch points across all channels. Having a contact strategy helps you boost consumer experience and brand loyalty.
Delivering a value-laden consumer experience is dependent on a complete and insightful assessment of consumer needs, lifestyles, interests and preferences.
Data, and the insights extracted from it, power not only knowledgeable and discreet personalization, but also deep relevancy to the consumer — relevancy that goes beyond demographics or buying patterns to in-the-moment, next-step choices that the consumer is making about a purchase or willingness to enter into a dialog with the brand.
Mapping a consumer’s journey through all stages of the marketing lifecycle from discovery to engagement and re-engagement visually portrays the consumer experience from his or her point of view rather than the marketer’s perspective. Depending on your industry, reservation systems; product packaging, performance and installation; number and cadence of communications; customer service and more add up to the consumer’s total perception of your company.
Our ability to help you map your customer’s journey will not only help you improve customer experience, but will also help you work better across departmental silos and with partners to ensure your brand performance – and reputation – are perceived positively.
Delivering the kind of holistic brand experience that today’s consumers expect relies on marketers’ orchestration of touch points across all channels – not only seamlessly and updated with moment-to-moment relevancy — but also with the right cadence and synchronization — and matched to the customer lifecycle.
Identifying touch points is critical to creating a customer journey map and understanding the customer experience to optimize all the interactions that shape it.