Customer Journey – Part Three


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Today’s posting is the last of three which highlights some of the findings from the Customer Journey Study that we presented at our Customer Experience Summit in Las Vegas a few weeks back.

This one is probably the most contentious since it challenges existing CE programs to proactively reach out to customers when they’re in the market and provide useful information that allows the customer to make a better buying decision i.e., bring them back to your brand. It’s a give and take situation. The customer is good enough to provide us their information; we need to provide something of value back in return.

As always, please let me know what you think.


Republished with author's permission from original post.

Chris Travell
Chris Travell is VP, Strategic Consulting for the Automotive Group of Maritz Research. He is responsible for working with Maritz' Insight Teams to further the understanding and application of the firm's automotive research. He has appeared on numerous television programs and is often quoted in Automotive News, Time, USA Today, Edmunds, Detroit Free Press, The Globe and Mail and various other publications in regard to issues related to the North American automotive industry. He is the principal contributor to The Ride Blog, Maritz Research's automotive blog.


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