{"id":358,"date":"2019-08-30T07:28:21","date_gmt":"2019-08-30T07:28:21","guid":{"rendered":"https:\/\/www.radicasys.com\/?p=358"},"modified":"2021-02-17T15:07:10","modified_gmt":"2021-02-17T15:07:10","slug":"customer-journey-management-the-key-to-better-engagement","status":"publish","type":"post","link":"https:\/\/www.radicasys.com\/customer-journey-management-the-key-to-better-engagement\/","title":{"rendered":"Customer Journey Management: the Key to Better Engagement"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"358\" class=\"elementor elementor-358\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-92d1f3a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"92d1f3a\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-840919f\" data-id=\"840919f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-250d533 elementor-widget elementor-widget-image\" data-id=\"250d533\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.18.0 - 20-12-2023 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"521\" src=\"https:\/\/www.radicasys.com\/wp-content\/uploads\/2021\/01\/image-asset12-1024x521.jpeg\" class=\"attachment-large size-large wp-image-361\" alt=\"\" srcset=\"https:\/\/www.radicasys.com\/wp-content\/uploads\/2021\/01\/image-asset12-1024x521.jpeg 1024w, https:\/\/www.radicasys.com\/wp-content\/uploads\/2021\/01\/image-asset12-300x153.jpeg 300w, https:\/\/www.radicasys.com\/wp-content\/uploads\/2021\/01\/image-asset12-768x391.jpeg 768w, https:\/\/www.radicasys.com\/wp-content\/uploads\/2021\/01\/image-asset12.jpeg 1500w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-10526da elementor-widget elementor-widget-text-editor\" data-id=\"10526da\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.18.0 - 20-12-2023 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p class=\"\">In the current marketplace, it\u2019s the customer who is in control. Today\u2019s consumer wants a brand to deliver convenience, relevance, emotional assurance and added value, and will quickly turn to a competitor if their needs aren\u2019t being met. What\u2019s more, simply getting to a sale is no longer enough for a brand to maintain success.\u00a0<\/p><p class=\"\">Brands must also strive to create more value for their customers over time, transforming a product purchase into a membership experience. It\u2019s not an easy task, but it becomes a more manageable process once you uncover the critical success factors for an effective customer journey management program.<\/p><p class=\"\"><strong>What is customer Journey?\u00a0<\/strong><\/p><p class=\"\">A customer journey is the complete experience a customer has with an organization.\u00a0It encompasses all customer interactions across all channels, devices and touch points throughout every stage of the customer lifecycle \u2013 from awareness to loyalty.<\/p><p class=\"\">Companies use a wide range of channels to communicate with their customers, but often fail to connect each activity with the customer journey.\u00a0<\/p><p class=\"\">In order to more successfully manage the customer journey you need to be aware of every interaction a customer has with your company, whether the interaction is a visit to your website, a response to an email offer, directly go to the store for shopping, use mobile app for product searching or a phone call to your support centre. It also requires looking at the customer journey as a series of these interactions, and be aware of that what at first might appear to be an unconnected series of events is often a predictable sequence of events occurring across multiple business channels and processes and over an extended time period. These events offer a clue as to a customer\u2019s true purchase intentions. It provides a great opportunity to respond to particular sequences of events by: upsell or cross-selling, retaining customers who are in high risk of bouncing out to someone else and so on.\u00a0<\/p><p class=\"\">Customer journey management provides a great opportunity to reach and engage with particular sequences of clients. An effective customer journey management solution enable your company to predict customer needs, personalize the customer experience, and synchronize multichannel interactions. The ability to manage experience through website, mobile devices, social media or onsite\u2014is essential to a consistent, connected optimal journey.\u00a0<\/p><p class=\"\"><strong>3 Key elements for Building Effective Customer Journey Management Program<\/strong><\/p><ul data-rte-list=\"default\"><li><p class=\"\"><strong>Customer Data Collection &amp; Consolidation<\/strong><\/p><\/li><\/ul><p class=\"\">To collect enough customer\u2019s first-party data (such as interaction or behaviour data) bit-by-bit (onsite purchase, forms, surveys, online, research) to build up an accurate, complete picture of your customer profile gradually. This also includes data like channel preferences and timing. It\u2019s quite important to understand the history of their digital channel behaviours.\u00a0\u00a0As well as the behavioural data like before the register, make a first purchase, which enables your business to build models to recommend other products or services or offer a new range of goods later on.<\/p><ul data-rte-list=\"default\"><li><p class=\"\"><strong>Interact with the Customer Efficiently<\/strong><\/p><\/li><\/ul><p class=\"\">A marketer must do more than just collect data from various touch points, and must engage with the customer not only when making a purchase, but at other critical decision points, like \u201cintended purchasing\u201d moment or some of those being &#8220;pain points (such as difficulty navigating to specific webpage).&#8221;<\/p><p class=\"\">Taking action during customer those moment efficiently, which enable you to:<\/p><ul data-rte-list=\"default\"><li><p class=\"\">Identifying journeys quickly to enable effective responses.\u00a0<\/p><\/li><li><p class=\"\">Linking\u00a0event\u00a0data\u00a0to\u00a0the\u00a0broader\u00a0client\u00a0context\u00a0so\u00a0that\u00a0opportunities\u00a0or\u00a0hazards\u00a0can\u00a0be\u00a0analysed\u00a0instantly\u00a0and\u00a0you can easily determine the most optimal action.<\/p><\/li><li><p class=\"\">Immediate interaction with the customer with their preference digital channel, often within just a few seconds.\u00a0<\/p><\/li><\/ul><ul data-rte-list=\"default\"><li><p class=\"\"><strong>Customer Analytics<\/strong><\/p><\/li><\/ul><p class=\"\">During the whole process, you will need to analyse your data, detecting interesting sequences of events (i.e., likely journey paths), also enables identification of segments in which these paths are most important. Or analysis your data by using predictive models or algorithms to enrich the customer engagement. Analytics is also vital to insights for choosing appropriate offers and the best timing for outbound communication.<\/p><p class=\"\">If you\u2019re interested in learning more about creating compelling customer journey across your customers\u2019 entire lifecycle with an industry-specific\u00a0solution that literally knows what works for your customers, I highly recommend you to check<span style=\"color: #af2c32;\"><a style=\"color: #af2c32;\" href=\"https:\/\/www.radicasys.com\/customer-engagement-solution\"> RADICA Customer Engagement Solution\u2014 and Grabbing a Free Consultation.<\/a><\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Brands must also strive to create more value for their customers over time, transforming a product purchase into a membership experience. In this blog we will demonstrate 3 Key Elements for Building Effective Customer Journey Management Program.<\/p>\n","protected":false},"author":2,"featured_media":361,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[10],"tags":[],"class_list":["post-358","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-knowledge-sharing"],"_links":{"self":[{"href":"https:\/\/www.radicasys.com\/wp-json\/wp\/v2\/posts\/358","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.radicasys.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.radicasys.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.radicasys.com\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.radicasys.com\/wp-json\/wp\/v2\/comments?post=358"}],"version-history":[{"count":0,"href":"https:\/\/www.radicasys.com\/wp-json\/wp\/v2\/posts\/358\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.radicasys.com\/wp-json\/wp\/v2\/media\/361"}],"wp:attachment":[{"href":"https:\/\/www.radicasys.com\/wp-json\/wp\/v2\/media?parent=358"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.radicasys.com\/wp-json\/wp\/v2\/categories?post=358"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.radicasys.com\/wp-json\/wp\/v2\/tags?post=358"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}