The customer journey must be seamless from "summary" of The End of Marketing by Carlos Gil
The journey that a customer takes when interacting with your brand should be smooth and effortless. This means that every touchpoint along the way needs to flow seamlessly into the next, creating a cohesive and enjoyable experience for the consumer. From the moment they first discover your brand to the point of purchase and beyond, every step should feel like a natural progression. Imagine a customer starting their journey by coming across a social media post about your product. They click on the link and are taken to your website, where they can easily find more information and make a purchase with just a few clicks. After completing their transaction, they receive a personalized thank you email and follow-up communications that keep them engaged and interested in your brand. If any part of this process is clunky or confusing, it can create friction and frustration for the customer, leading them to abandon their journey and potentially seek out a competito...
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