Author Thunderhead’s article with the name “Customer journey Orchestration” tells about a new way to reach customers and increase sales with a description that is easy to understand and create curiosity for readers. And hereinafter is the summary of the article’s content:<\/p>\n\n\n\n
Today, customers are greatly influenced by the omnichannel model and the digital shift in marketing, and they constantly change devices and switch channels, so they have to spend more time deciding between trademark options. They can interact with brands across multiple platforms, in many different ways, such as from marketing campaigns, referrals, search engine optimization, social networks…It becomes much more difficult for businesses to access and provide products and services to potential customers.<\/p>\n\n\n\n
A customer journey is the process by which customers experience a brand over time. Tracking and analyzing the customer journey will help business accurately grasp what customers are thinking, better understanding customer expectations, then be able to design more effective outreach strategies, optimize customer experience and retain more loyal customers.<\/p>\n\n\n\n
This can be seen as an important step, helping businesses increase sales. However, according to the author, this tool is still not really perfect. It still only stops at the stage of reaching and retaining customers in the short term and the customer journeys are not led by themselves, but by the brand and with forethought. The author analyzes, to improve customer autonomy, the customer journey should be orchestrated in a way that synchronizes customer cmmunications, links and personalizes communication, even outside the sales scope, to understand customers better and build long-term relationships.<\/p>\n\n\n\n
And to get accurate data about the customer journey, businesses need to invest large capital to transform digital technology, which is difficult to do because it takes up a lot of business cost. The problem to reduce costs is the need to have a connection with parties that provide information about the customer journey. This solution is a breakthrough in business and help increase sales with lower cost.<\/p>\n\n\n\n
In conclusion, it is undeniable that customer journey orchestration is an important step and brings great business efficiency. But in my opinion, this is clearly an act of infringing on personal information too much. Each individual is no longer free to view and talk about what they like, but is constantly being watched. The abuse of artificial intelligence has made people no longer feel comfortable in their own lives.<\/p>\n\n\n\n
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