"Customer journey" is a road map marketers use to guide prospects from first touch, to sustained interest, to eventual purchase. But at times, Engagement tactics become an annoyance and deterrent. To create an ideal journey, consider aspects that define and sustain a satisfying experience.
Meeting customers’ needs during the engage phase will set the tone and expectations for their experience with your brand. Understanding their preferences, whether it’s the channel by which they communicate or the specific product feature that will solve their need, is key to engagement that will extend into the next stage.