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The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
The Customer Journey
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The Customer Journey

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Muriel Van Craenenbroeck, Cegeka's Online Solution Manager, explores the customer journey in an omnichannel world, in B2C as well as B2B. Think goals & KPI's, marketing personas, top tasks and content …

Muriel Van Craenenbroeck, Cegeka's Online Solution Manager, explores the customer journey in an omnichannel world, in B2C as well as B2B. Think goals & KPI's, marketing personas, top tasks and content to support customers in their choices throughout the entire customer journey. Map your touch points to the customer journeys and make an experience map for each journey. Measure, analyse and adapt in an agile way.

Published in: Marketing, Business, Education
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  • 1. It’s All in the Mix 5 november Felixpakhuis Antwerpen Customer Journey Muriel Van Craenenbroeck #AIM13
  • 2. “ it's not about what you sell but how you sell ” Demian Sepp
  • 3. “ If marketing has one goal, it’s to reach consumers at the moments that most influence their decisions ” McKinsey
  • 4. McKinsey funnel
  • 5. 2 1 3 4 loop Bron: McKinsey
  • 6. noise two way consumer driven alignment loyalty changes
  • 7. How to
  • 8. goals KPI’s Reports goals & KPI’s
  • 9. persona’s
  • 10. “ Try to make every task easy to complete and you make everything complicated ” Gerry McGovern top tasks
  • 11. 1 attract initial consideration
  • 12. 2 inspire demonstrate inform 1 active evaluation simulate
  • 13. inspire
  • 14. inform
  • 15. simulate
  • 16. 2 1 convert conversion 3
  • 17. convert
  • 18. 2 1 3 valorize activate facilitate 4 post purchase experience & loyalty
  • 19. facilitate
  • 20. valorize
  • 21. 2 1 inspire demonstrate inform attract simulate convert valorize activate measure facilitate 4 3
  • 22. Sam’s customer journey touch points experience map
  • 23. touch points
  • 24. experience map
  • 25. insights problem areas opportunities results
  • 26. # stakeholders for purchase experience before purchase repetitive buyers B2B
  • 27. focus align attention loop take aways

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