The idea of the customer journey is hardly new: Getting to know each customer individually from the first contact and then accompanying them, responding to their interests and fulfilling their wishes. However, it is gaining new meaning due to the variety of data sources available to marketers today. Bernd Wagner, Regional Vice President Salesforce Marketing Cloud, explains how data-driven marketing works and how companies can gain a 360-degree view of their customers.
How can companies accompany their customers at every touch point, whether digital or analogue? Where do our customers come into contact with our company, our brand and our products? These touch points can best be sketched out on a map. The customer journey map is used to depict the entire customer experience from the very first contact to the long-term customer relationship. What is required for this?
Trade fairs are inherently primary touch points between companies and their customers. But as an organizer, Messe Frankfurt itself has a variety of analogue and digital touch points with different target groups, which are outlined here as examples for the personas exhibitors and visitors.
How can companies successfully guide customers trough their digital customer journey-and what can they learn from it? The digital transformation is fundamentally changing the way purchasing decisions are made. Social Media and mobile devices offer a wide range of information to the customer, which includes product ratings, price comparisons, recommendations from experts and friends on blogs and social networks.