Customer Journey Maps Give Me #FOMO: Fear of Missing Opportunities

by Niki Hale
June 19, 2017

Customer Journey Map Deviation

 
 

What happens when your consumer deviates from your planned customer journey map?

This prospect has many marketers experiencing some serious #FOMO—yes, we’ve commandeered this hipster hashtag, “fear of missing out,” for something much more relevant in our industry: Fear of missing opportunities.

You’re not in control of your customer’s journey—they are. And that’s okay! However, in this age of the fast-moving and empowered consumer, marketers must adapt in the moment to behavior across all channels and devices. But how?

We call it the Adaptive Marketer™ Approach, which is outlined in three main steps:

  1. Understand the Meaning of an “Opportunity”
  2. Confirm Business Objective & Personas
  3. Prioritize Your Customer Experiences

Download the white paper to learn more about the Adaptive Customer Experience™ Platform, which offers marketers a dynamic alternative to linear, obsolete customer journey maps.

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