Connected Customers. Connected Data. Connected Journeys.
The customer journey is not individual interactions or touchpoints; it is the seamless connected experience, and this is the mantra for customer experience success. But what does it mean? It means that, while it’s important to look at the individual steps and touchpoints, moments of truth, and channels of the experience, it’s more important to remember the whole journey, the entire experience that the customer has with your brand. Focusing on the entire journey affords you the ability to design and deliver an exceptional customer experience.
Download this eBook by Annette Franz, an internationally recognized customer experience thought leader, consultant, and author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience -and- at the Heart of your Business.
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