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Customer journey: analysis of interactions with the consumer

Customer journey: analysis of interactions with the consumer


The multiplication of communication channels and the distribution of offers complicates the analysis of the customer journey. Now it is essential to know all the stages of the purchasing process and interactions with the brand that leads to the order.

Customer journey analysis of interactions with the consumer

Indeed, the implementation of an effective acquisition strategy relies on total control of these parameters: what message to send, what action to take and when?

Failure to understand the customer journey can lead decision-makers to make the wrong decisions.

For example, the analysis of communication channels generally reveals that the internet channel is declared by consumers to be the source that allowed them to know the company's offer. 

The temptation is then strong to increase the resources dedicated to this channel to the detriment of conventional tools (displays, flyers ...). However, customers forget that they have known the brand or the offer via these supports before doing a search on the internet. 

The set of customer experiences forged throughout their contacts with the company shapes their vision and their feelings. 

What digital content to produce according to the positioning of the customer in the purchasing process? What actions to take accordingly. It is also worth remembering that the Internet has truly created these problems by increasing the number of points of contact with its customers.

Meetings are no longer just in stores, but also on the web. The content is a real lever to not only promote your brand but also trigger acts of purchase. It's really about taking the prospect by the hand and gradually transforming him into a customer.



Customer journey: analysis of interactions with the consumer Customer journey: analysis of interactions with the consumer Reviewed by communication etiquette on 6:36 PM Rating: 5

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