Connecting the Dots Along Your Customers’ Journeys
7 essential elements that unite expectations among employees, distributors, and customers for measurable business results
New insights along the customer journey are transformative; integrating employees, distribution partnerships, and business processes around the customer journey. Today, organizations need to go beyond mapping the customer journey, addressing only individual touchpoint experiences. They need to connect the dots between customer touchpoints to address the cumulative effects of the journey on revenues, margins, loyalty, and trust. Organizations can gain a substantial competitive advantage by broadening perspective to a multi-channel, multi-touchpoint journey beginning when a need is triggered and resolving in a transaction and loyalty loop.