Today’s consumer engages through a variety of touchpoints, yet too many brands focus on each touchpoint in isolation and fail to enable their customers to transition easily between them.
(video, editorial, etc.)
(apps, mobile Web)
Forrester’s three rules for implementing cross-touchpoint experiences help eBusiness executives identify, design, implement, and optimize end-to-end customer journeys.
Don’t Try To Please Everyone.
Identify two or three high-value customer journeys.
Optimize The Journey,
Not The Touchpoint
Map the journeys from end to end to identify appropriate touchpoint interactions.
Use journey maps
to develop complete experiences
Design touchpoints within context of overall experience
Optimize touchpoints as part of journey
Manage The Transitions
Focus on ways of identifying customers as they cross touchpoint boundaries.
Consumers have become fundamentally cross-touchpoint in the way they expect to engage.
To learn more about how to
keep cross-touchpoint journeys
simple but complete…
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