Crack The Customer Code

Jeannie and Adam discuss today’s multi-device customer journey and share tips and ideas for optimizing your omnichannel experience. What’s your multi-device customer journey really like? Offering a multi-channel customer experience is nothing new. In fact, it’s now expected. So we test our websites on iPhones, Android tablets, and different operating systems. We develop what we think is the best experience for PC users, for Mac users, etc. Then, when we determine the experiences are optimal for each of those channels or devices, we cut the ribbon and call it a win. However, today’s tech-savvy customers continue to drop out of the journey. Freemium customers never upgrade. Paid customers don’t renew. Customers who once reported being satisfied jump ship. So what is going on here? “It’s not really about ONE mobile journey.” -Jeannie Walters Too often, journey mapping becomes an exercise in channels, not the entire experience. Today’s tech-savvy customers use multiple channels to get things done. So what h