What is a Customer Engagement Journey?
A Customer Engagement Journey shows promotion tactics over time, including the messages a customer segment receives, deployment dates, delivery channels, and business rules. This approach is data-driven, leveraging analytics inputs to inform tactical planning.
But, why create a Customer Engagement Journey?
A Customer Engagement Journey creates a positive customer experience. As a result of being data-informed, a Customer Engagement Journey ensures that the right messages are being delivered through the right channels at the right time, which eventually drives sales.
What are the different types of Customer Engagement Journeys?
1. Basic: Journeys are unique to each segment
2. Responsive: Journeys are designed for each segment but individual path varies based on customer's engagement. Marketing and sales organizations are informed about all personal and non-personal promotion
3. Fully Integrated: Individual journeys are responsive to engagement and utilize dynamic content. Full integration of personal and non-personal promotion. Journeys are created and orchestrated across the portfolio
Other things to keep in mind:
1. Prioritize customer needs while orchestrating across channels to create a great customer experience
2. Treat every customer differently leveraging their preferences & affinity
3. Optimize continuously to ensure ongoing improvement to the Customer Engagement Journey
A Customer Engagement Journey shows promotion tactics over time, including the messages a customer segment receives, deployment dates, delivery channels, and business rules. This approach is data-driven, leveraging analytics inputs to inform tactical planning.
But, why create a Customer Engagement Journey?
A Customer Engagement Journey creates a positive customer experience. As a result of being data-informed, a Customer Engagement Journey ensures that the right messages are being delivered through the right channels at the right time, which eventually drives sales.
What are the different types of Customer Engagement Journeys?
1. Basic: Journeys are unique to each segment
2. Responsive: Journeys are designed for each segment but individual path varies based on customer's engagement. Marketing and sales organizations are informed about all personal and non-personal promotion
3. Fully Integrated: Individual journeys are responsive to engagement and utilize dynamic content. Full integration of personal and non-personal promotion. Journeys are created and orchestrated across the portfolio
Other things to keep in mind:
1. Prioritize customer needs while orchestrating across channels to create a great customer experience
2. Treat every customer differently leveraging their preferences & affinity
3. Optimize continuously to ensure ongoing improvement to the Customer Engagement Journey
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