Conversations with Masters:
How to Better Understand Your Customers™
Watch James Melucci , Director of Shopper Insights, Beam Suntory, discuss:
- The 3 core elements of customer journey mapping design: clearly understanding the underlying “why” behind the project, “how” it will improve the customer’s experience, and “what” will be its financial impact on the organization
- Why working closely with internal and external teams is critical to designing journey questions that are unbiased
- How you can gain “first mover advantage” by transitioning a partnership from a solely financial transaction to a trusted guide approach
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