Historically, a company’s marketing efforts have been focused around a single product or service. A significant investment is made to achieve one sale at one point in time.
A significant investment is made to achieve one sale at one point in time.
This, however, is changing. The single purchase still matters, but it is instead becoming just a part of the entire customer journey.
Looking at this journey as a whole, business can offer more value and build better relationships with their customers.Therefore, instead of the checkout process or the customer support service simply being a neutral experience, at best, businesses are striving to make these processes, systems and touch points enjoyable and valuable to the consumer.
This is why we now see businesses making significant increases in their investment to map and automate the customer journey.