Mapping the Customer Journey - From Discovery to Advocacy  4/17/2016


Trepoint CEO and regular Inc. columnist Bill Carmody discussed the value of customer journey mapping during a general session at ECRM's Store Brands Health & Beauty Care and Store Brands Food and Beverage EPPS events last week in Atlanta. 


According to Carmody, customer journey mapping ensures that your brands are well positioned to reach your ideal customer at each phase of their experience with them. In the Discovery phase, for example, how have you positioned your brands in the minds of your customers when they are looking to solve specific health and beauty or meal solutions problems?

Even once they have found you, is your product the kind of product your customers want to talk about publicly? If not, you need some creative strategies to encourage better levels of Engagement so that they will look to Transact with you. When your product delivers on its promise, you have a golden opportunity to develop and cultivate Advocacy – but only if you are listening and paying attention to what your customers are saying about you and your products. 

In the video playlist below, Carmody walks you through the four steps of the customer journey discussed during his presentation -- Discovery, Engagement, Transaction, and Advocacy -- and discusses how to maximize each of them. 

There is also one clip with 18 minutes of excerpts recorded from his live presentation, and a testimonial from a supplier who attended his session.


CONNECT WITH BUYERS AND SELLERS OF FOOD, BEVERAGE AND HBC PRODUCTS AT ECRM EPPS EVENTS

Click here to visit ECRM's event page, or contact:
(To see the full playlist from the event, click the menu icon in the upper left corner of the video player)

(To see the full playlist from the event, click the menu icon in the upper left corner of the video player)

Joseph Tarnowski

VP Content
ECRM

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