Map Your Customer Journey

[vc_row][vc_column][vc_column_text css=”.vc_custom_1591652766929{margin-bottom: 0px !important;}”]Most companies are unable to truly map out the customer journey because they just can’t identify the customer. 

The real problem stems from no way to look across many interactions on multiple devices or platforms, and recognize that each engagement came from the same person.

You probably track digital ad engagements with cookies; you send email; and you track help-center calls by the phone number.

To view that single journey across all those touches, you have to connect these consumers across these devices and channels matching the cookies, emails and phone numbers to a persistent customer ID. 

Can you do that? 

It takes a very robust identity graph that’s constantly updated in order to begin to accomplish a real identity resolution.

For starters, even the “best” data may not be accurate forever. Between email-address changes, 30-day cookies and countless Americans who change phone numbers, addresses or their names annually, it’s no surprise that 60% of customer identity data is outdated within two years.

Here’s the problem, identifiers rapidly expire, and keeping that data up-to-date is difficult at best. That’s because most customer data is put into your CRM once during a significant interaction like a sale, but never gets updated again.

If that same customer returns and makes another purchase, with a different identifier, they’re many times entered into the system again, but as a completely new record, resulting in confusion and increased data management costs.

Plus email-addresses change, 30-day cookies expire and millions of Americans change phone numbers, addresses or their names annually. It’s no surprise that 60% of customer identity data is outdated within two years.

We have one of the most robust Identity Graphs in the market today.

The more you know about your customer/prospect’s motivation, the easier to optimize their experience with your brand.

Contact us for a free consultation![/vc_column_text][/vc_column][/vc_row]

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