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Winning in the age of the customer: Transforming Customer EngagementMarc Englaro, Director of Customer Insights, Squiz Australia @Marc_Englaro au.linkedin.com/in/marcenglaro/ marc.englaro@squiz.net
SQUIZ34
Customer Journey Mapping
PR SEO/SEM Events Marketing Email Website Social Media Sales Team Account Mgt Finance Team Project Mgt Services Team Support Team
Evaluating Negotiating Implementing UsingExperiencing
ProblemsStaying
InformedActively
Researching Shortlisting
SQUIZ39
THINGS TO DO
• Research your customer journeys
• Evaluate the customer’s experience
• Pick one facet that needs attention
• Set clear objectives and metrics
• Map onto the solution landscape
• Demonstrate results
• Rinse and repeat
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