{"id":4044,"date":"2015-04-13T09:00:14","date_gmt":"2015-04-13T07:00:14","guid":{"rendered":"http:\/\/www.digitalresponse.es\/blog\/?p=4044"},"modified":"2015-04-13T09:00:14","modified_gmt":"2015-04-13T07:00:14","slug":"que-es-el-customer-journey","status":"publish","type":"post","link":"https:\/\/www.digitalresponse.es\/en\/que-es-el-customer-journey\/","title":{"rendered":"What is the customer journey?"},"content":{"rendered":"

We have already talked in some other post about the concept of cross channel marketing<\/strong> <\/a>and its fundamentals. Here, we would like to explore the idea of the customer journey in more depth as a framework for implementing a cross channel strategy<\/a><\/span> successful.<\/p>\n

What is the customer journey?<\/strong><\/p>\n

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The customer journey is the journey a user follows from the moment he or she considers purchasing a good or service until he or she buys it.<\/strong>. The customer journey exists for all products and services, and it occurs both off and online. If it has become more relevant now, it is because the digital ecosystem has brought about two significant changes in the customer journey: on the one hand the \"scenarios\" or \"landscapes\" through which a user passes on his \"journey\" have multiplied.<\/strong> (web, email, social networks, comparators, mobility, etc.), and on the other hand, interactions with the brand in these \"scenarios\" or \"landscapes\" can be measured and the information can be stored.<\/strong>. This provides marketers with useful information to determine how different points of interaction affect user behaviour throughout the customer journey.<\/p>\n

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In this context, it is worth highlighting the three aspects where, according to an article published by McKinsey<\/a>brands will have to put the spotlight on.<\/p>\n