If you want to do customer-oriented marketing, there is no way around the concept of customer experience management. That means that every touchpoint between organization and client has to be optimized so that it delivers pleasant experiences to customers. The customer journey describes the totality of all touchpoints. It goes without saying that the touchpoints have to make for a homogeneous customer journey that guides individual clients towards a purchasing decision. In order to do so, you should be able to offer customers a personalized customer journey. Give the information they need at exactly the right moment.
Optimizing the customer journey requires both know-how and the right technology. W4 offers you both.
Do you know the various personas of your customer base? Do you know how to create a customer journey map? In groups of 5 to 10 people, we will answer these and other questions with you, work out an exemplary customer journey as well as resulting strategic and operational projects. In doing so, we always keep in mind the individual needs of your company, identity all touchpoints and weaknesses, and develop solutions together.
There are many marketing automation tools that will help you to optimize the customer experience. It starts with the question of how well you know your various customer groups. Customer analytics will help you to make sense of the online behavior of your users. You can then use this knowledge to create content that suits the needs of individuals personas to make their customer journey as smooth as possible. Tools such as HubSpot, Eloqua, Act-on, or Sitecore will enable you to customize customer journeys and monitor all your efforts effectively.