Campaign Insight

The customer journey - a marketer's paradox of strategy v practice

Two-thirds of consumers expect a same-day response to queries about a product or service. 43% expect a response within an hour.

Brands are rising to the challenge. There is an increasing emphasis on, and understanding of, best practice in brand communications. There’s also a growing appreciation of how the customer experience impacts brand sentiment, long-term engagement, and long-term loyalty and retention. 

Marketers must apply best practice to each comms channel, using each channel either as part of the entire customer-journey strategy or in line with an organisation-wide plan for making the most of lifetime customer value. But how many marketers are taking strides towards a complete holistic customer-journey strategy?

This report, created in partnership with Pure360 uncovers the results of our latest survey, where we asked senior marketers a series of questions about their priorities, their current methodologies, and their plans for the future. What do their answers reveal about the state of the digital-marketing industry and customer experience in 2016?

Campaign News

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Bednash joined the tech giant in 2013 from R/GA London.

Posted on 20 October 2021 | 2:17 pm

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