Developing integrated customer experiences

Harnessing the 4 key drivers of customer control The overwhelming choice of apps, websites and other digital platforms that customers have at their finger tips through multiple devices creates a swirling galaxy for brand owners to navigate and understand when looking to build customer relationships. Brands need to take advantage of and be part of this technological galaxy of delights , as more and more time is spent by customers on electronic devices and the penetration and usage of tablets and smart phones continues apace. Since customers will interact with brans across this range of platforms, it s important to remember the context within a wider customer journey and develop integrated propositions. But how do you make sense of all of this as a marketer? In this post I will explain a framework on how to approach different technology platforms to create advantage and deliver better customer experiences. The customer is in control Recognise that the customer is at the centre of th


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