Two days. 25+ sessions. More than 50 speakers. Hundreds and hundreds of attendees. This year’s Long-Term Relationships (LTR) conference, held October 3-4, 2018, in New York City, highlighted the challenges and opportunities presented by the rise of mobile and emerging technologies and their complicated impact on today’s customer experience.
There's a lot of noise out there when it comes to customer engagement—endless notifications and emails and ads for consumers to process and decide if they're worth paying attention to. To break through this fog of outreach, brands must demonstrate through thoughtful, relevant messaging that they can provide real value to the people they’re trying to reach. And to do that, you need personalization.
For many marketers, a lack of understanding around what personalization really is (and the concrete steps needed to get there) plays a major role in holding brands back from unlocking the considerable value of this essential strategy. But there's another big roadblock that marketers have to deal with—uncertainty around customer data and how they're allowed to use it.
The end of a long journey is always a time to pause and take stock, and that’s just as true for any major segment of the customer journey. To dig into how to handle this unique-but-essential part of the customer/brand relationship, we’ve put together one last installment of our Broken Vs. Brilliant video series.
When it comes to customer engagement, a lot of brands miss the full picture. Once a given user is engaged with your app or website, the experience you give them there is the central factor to whether they grow into a loyal customer To explore how to make that experience happen, we’ve put together another installment of our Broken Vs. Brilliant video series.
To dig into what’s possible when a brand gets their act together and successfully marries data, technology, and teams to create consistent, powerful brand experiences (and also what happens when they really, really don’t), let's take a—fictional—look at two very different versions of one person's customer journey.