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MagNews: The Customer Journey: mapping touchpoints to optimize Lead conversion rates
MagNews just posted another insightful blogpost:
Let’s refresh your memory We’ve already addressed the topic of the Customer Journey in a previous article. In short, it is a series of touchpoints that make up the journey from user, to unknown, and finally, to ambassador. The combination of these moments of contact forms the journey, on one hand and, on the other, creates a brand-customer relationship that, in the best-case scenario, will ultimately lead to customer loyalty. How do we map these touchpoints? The advantages of mapping the Customer Journey Mapping the journey is important in order to understand the path that the user will take and, therefore, to optimize interactions that can drive profits. Using the term “profit” in this case seems one-sided: the company earns a profit from the customer. In reality, we are dealing with a win-win situation: customers also benefit from this “mapping” because they receive a more profiled and personalized offer, which enhances the customer experience.We have already subdivided the main touchpoints of the Customer Journey into traditional, digital and external. Let’s briefly…
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