Customer Journey Mapping
Many companies have not considered customer journey important enough to be an influencing factor of business continuity. While the old customers may just be happy to make a selection to what a company has to offer, today’s customers are more critical and demanding. They have done their research and want only the best offers.
E-Consultancy’s Cross Channel Marketing Report 2014, reports that
only 2 in 5 responding companies “‘understand customer journeys and adapt the channel mix accordingly.
