Using the right data to guide your customer’s journey.
Today, the customer journey is as complex as it’s ever been. People jump from one channel to another, often multiple times before they convert in the way you want them to. But they don’t think in channels unless you force them to. They just want what they want and will use whichever way makes the most sense to them to get it. So to increase engagement and build loyalty that will pay off now and in the long term, you need to understand each customer’s journey so well that you can create an experience that feels like one, seamless interaction, even if it’s through multiple channels.
Chances are, your problem isn’t about whether or not you have data. You probably have plenty — maybe even more than you know what to do with. Instead, the problem is knowing which data is important and how to let the right insights improve the way you engage with your customers. To give them the seamless, personalised journey that will bring them back to your brand again and again.
The heart of this customer journey dilemma is not data itself. It’s that your data is scattered. So you may not have the tools to act on cross-channel insights. By using inefficient and unconnected marketing tools to manage each channel of the customer experience, your channel marketing insights are siloed. Which means it’s really hard to create a useful, engaging holistic brand experience for your customers. And because the experience is suffering, conversion and customer loyalty are suffering too.