How to Enhance the Customer Experience by Improving Your Customer Journey

Brands are often so obsessed with acquiring new customers that their existing customers are overlooked, and aren’t studied or utilized adequately to improve the overall product offering and customer journey. Developing hyper-focused segmentation with a multi-channel approach is only one part of improving the consumer experience.

Listening to your loyal customers and tapping into those micro-segments—asking them what they need and how your product, offering or service can improve—is vital. This session will provide various tactics you can implement to improve your customer journey and enhance the customer experience.

After this session, you’ll be able to:

  • Identify and implement customer service improvements to enhance your customer experience
  • Use audience listening techniques to develop a more well-rounded customer journey that gives your consumers what they want and need
  • Use tactics to retain and upsell your existing customers