"Customer journey optimization is the process of improving each interaction a customer has with your brand to create a smooth, satisfying experience. It involves analyzing and refining every touchpoint, from initial awareness to post-purchase retention, with the goal of increasing conversions, loyalty, and overall customer satisfaction."
"You need to be having the right conversation with your customer at the right time. When your customer has just completed a purchase, it might be time for celebration. If your customer is trying to find out the price of a product, maybe it's not the right time to say, 'Have you read our sustainability policy?'"
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