Data Driven Marketing
By mapping and following the online and offline customer journey, there is directing over the contact moments and the associated information exchange (content, channel) at each stage. This makes the customer journey personal and unique, which contributes to brand experience and sales.
With the continuous shift of customer journey to online – cars and mortgages we can also buy online – websites, webshops, content and online interaction determine the customer experience. As a result, the focus of Customer Journey Mapping is increasingly on optimizing the online touch points.