Chapter 3
Engaging Experiences and Journeys That Drive Sales and Loyalty
IN THIS CHAPTER
Defining the elements of successful experiences
Listening and responding to consumers’ expectations
Understanding the complexity of customer experiences
Executing compelling experiences with today’s technology
Developing consistent experiences online and off-line
Mapping out a touchpoint journey that gets customers to yes
In business, and all aspects of life, how you make people feel during interactions is more memorable than the tangible goods you might deliver. We often remember our childhood birthday parties with friends, birthday cakes, and fun fames, but you may not remember the gifts. This concept illustrates the importance of integrating meaningful and memorable customer experiences into each step of a customer’s journey with your brand.
Customer experience strategy simply refers to how ...
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