Thanks to the collection of data such as purchase

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As a result, these actions could lead to a desirable increase in future sales! Friction The term is evocative and indicates the negative experience of a customer during the relationship with a company. An example? A situation in which a customer who turns to assistance receives hasty and non-resolution support from the customer care employee. Moment of truth Translated: the moment of truth. Four have been identified, namely when: 1.


A customer begins to collect information online to chinese overseas australia data satisfy his need (Zero moment of truth). 2. He pauses in front of a store shelf or browses the product sheets of an e-commerce category and chooses one among many (First moment of truth) 3. After the purchase, he evaluates whether his expectations on the product have been satisfied (Second moment of truth) 4.


Leave a review or recommend the brand via word of mouth (Third moment of truth) All crucial moments in the staged path of the customer journey. Personalization It is the personalization of the customer experience which is tailored to suit the different types of customers. history, demographic data and other analytics deriving from artificial intelligence (software like Tableau can be a mine of information!) it is possible to adapt the shopping experience to specific segments of your customers to offer the product or the service targeted to your needs.