Cast aside the old view of customers as transactions, because today's consumer craves outstanding and efficient interactions with the brands to which they pledge loyalty. By 2020, customer experience will overtake price and product as the key brand differentiator for brands, so if you don't have a good understanding of consumer behavior and needs, it's time to start. It's not just good enough having all customer touchpoints up and running, either. You have to surpass expectations.
Fredrik Cederlöf, head of customer experience and analytics at Collector Bank, guides you through their work with end-to-end customer journeys as a strategic tool for ongoing improvements and how his team harvest data and turn it into actionable insights supporting the product, the business and marketing team.
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