Series of touchpoints master (4/7) since the breakthrough of smartphones, tablets and apps, we live in a complex symbiosis with the Web. The seamless merging of online and offline is pending. Mixed reality is also called this. For the people out there both worlds have grown together long ago. The biggest challenge for the company is now here to develop ideas and communication strategies that so of course play with both media worlds, like the people who use them”, said Wayne Arnold, Global CEO of the communication agency Profero. The customer journey, the journey of the customers (customer journey) by our corporate world must be the navigation system in the future. Originally the term customer journey”from E-commerce. He describes up to the eventual Yes”the way of the user while surfing the Web via views and clicks.
What is like to forget this looking at: A potential customer jumps back and forth not only on the Web, but he combined the real with the virtual world. The offline-online customer Journey’, or rather, the touchpoint journey’ fishing point of all business activities must be the customers in the future. A key question, which you can reach the digitized future, is so: How can we link what we do in the Outernet, useful to the virtual world? Or vice versa: How can we get our Internet business more in real life? A keyword to do so: the effect of ROPO (research online, purchase offline), search so online, buy offline. The ROPO effect in financial services for example is a 2010 GfK study following the ROPO effect at less than 50 percent. This means that every second is brought online searching to buy offline. Too bad for all those who are found online, not quite far forward. Conversely, only 3 percent went offline search online to buy. Not so easy, you lose its customers on the Internet.