{{ searchResult.published_at | date:'d MMMM yyyy' }}

Loading ...
Loading ...

Enter a search term such as “mobile analytics” or browse our content using the filters above.

No_results

That’s not only a poor Scrabble score but we also couldn’t find any results matching “”.
Check your spelling or try broadening your search.

Logo_distressed

Sorry about this, there is a problem with our search at the moment.
Please try again later.

Posts tagged with Engagement Strategy

Consumers at the heart

It's time to put the customer back into the 'customer journey'

The customer journey, the relationship and experience between people and brands, has been the subject of much theorising for some time.

There are a number of cognitive models, outlining the thought process people undertake; most of which are quite linear and logical. The vast majority of these stop at the point of purchase. This, by definition, cannot be “customer journeys”; isn’t a “customer” someone who has already purchased?

Then there are some, which go beyond purchase and introduce the concept of the "loyalty loop". It is perceived that people will remain loyal if they have a great post purchase experience with the product, offering and brand interaction.

Which of course makes complete sense….as do all the descriptions and commentary based around these models. 

Unfortunately, they are all wrong...

8 comments