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RESONATE WITH YOUR AUDIENCE GAIN DEEPER INSIGHTS WITH A HOLISTIC VIEW OF THE CUSTOMER JOURNEY
Understand your customer . Make better decisions with a holistic view of your business
Businesses must remain hyper-focused on crafting customer experiences that resonate with their audience . To successfully accomplish this , they must develop a deep understanding of their customers and the journey each customer takes throughout the buying lifecycle . As organizations invest more in collecting and analyzing data from customers , they face multiple challenges to unlock insights from Customer Journey Analytics such as : rising customer expectations , the growing number of channels , siloed organizational data systems , and more .
Many organizations are finding it difficult to quantify the return on investment ( ROI ) for their digital customer experience .
Meeting these challenges can be the difference between success and failure for an experience business . It is critical that brands understand how customers engage online and offline with their brand , so they can deliver compelling and consistent experiences across all channels to nurture these essential customer relationships .
This is what it means for a brand to become an experience business .
“ Companies cannot solve customer needs within the traditional organizational silos . Companies that use customer journey programs to realign their organization around their customer can realize improvements of 20 to 40 points in customer advocacy scores , cost reductions of 15 % to 25 %, and revenue increases of 10 % to 20 %.” Bharat Poddar Managing Director and Senior Partner Boston Consulting Group . p
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