Retailers and brands massively invest in customer acquisition and loyalty through advertising, content and CRM programs, but these investments may be worthless once a customer faces a disappointing experience at some stage of the customer journey; sometimes meaning a change of supplier.
This presentation will answer the following questions:
1. What are the key steps of the customer journey, before, during and after purchase that will require the most attention in the upcoming years?
2. Which innovations, contents and services will increase customer acquisition, satisfaction and loyalty and what technologies should brands and retailers invest in to differentiate online and in store?
3. Which best practices are already implemented and deliver sustainable ROI?