30 May '17, 11am

Journey analytics: The GPS for understanding your customers

Journey analytics: The GPS for understanding your customers

Some say it’s the journey — not the destination — that really matters. That’s certainly true when it comes to your customers. While many consumers achieve their goal by traveling across multiple interactions with your brand, just one terrible, disjointed experience can send them straight to your competition. That’s why it’s so important to understand when, where and how customers connect with your business. However, the always-on consumer is using over four devices and quickly jumping from site to site over a varied period of time. This adds fuel to the fire in trying to tackle visualizing an entire customer journey, rather than a single interaction. A multi-event, multichannel path is a complex puzzle that many businesses aren’t equipped to handle. Are your customers lost? A study from IBM and eConsultancy found that 81 percent of companies say they have (or are close to ...

Full article: http://searchengineland.com/journey-analytics-gps-underst...

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