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Customer Journey Mapping And The Social Customer: The Four Implications To Know
Andy Green explains how customer journey mapping principles apply to new channels like social and mobile - and why they mean that CJM has become less about what we can do and more about what we should do?
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Share this CRMAdvocate Story
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New digital channels, particularly social media and mobile, have changed how customers interact with organisations and brands. Their basic needs have not changed. However, these new channels have provided greater opportunities and led to raised expectations.
Many marketing courses teach Maslow's hierarchy of needs 'being' (B-needs) needs.
In the area of Love & Belonging, social media present many opportunities for individuals to satisfy their needs better and feel a sense of belonging and acceptance.
We all need respect, self-esteem and self-respect. Social channels provide opportunities to feel valued by others, to gain recognition and a sense of contribution - Esteem needs.
Read the entire MyCustomer article
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