New Ideas in Marketing
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Mapping out customer journeys can help marketers effectively understand consumers and provide them with a connected experience.

This piece says that a collaborative effort between departments with integrated workflows allow brands to effectively create seamless customer experiences. Companies should create incentives, goals and accountabilities across departments to ensure a seamless and unified customer experience.

Focusing on personalising every aspect of the customer journey can further enable brands to create a holistic customer experience. Mapping out customer journeys at every touchpoint of their interaction can help brands effectively understand their consumers and gain a wider perspective.

The author suggests brands should create qualitative personas to understand different segments of their consumer demographics. Adjusting the voice and tone of marketing content can help businesses effectively communicate with their potential consumers.

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