This series of events used to be the typical customer journey a decade ago:
TV advertisements. Classifieds. Walking around in the mall— and then something good catches the eye! Some purchases are made. Maybe a few regrets, so a drive back and the returns are processed. Done, and dusted.
Today, engaging a potential buyer to consider your products or services, ensuring they purchase it, enabling smooth returns, and collecting their feedback, requires more than product or service display. Buyers are expecting a seamless digital interaction with the brands. Beyond personalization throughout their customer journey, businesses need to be collaborative and surprising to excel at customer engagement.