Your ability to retain customers and increase lifetime value derived from them is dependent on how you manage the journey. They may pause and restart multiple times as well as change directions. Instead of leading them, we need to be beside them attending to their needs and desires keeping them comfortable. This would need to happen overtime across multiple channels including web, mobile, and store front and in person. How to effectively design and manage such a journey more as a chaperone who is looking to give vs. a salesperson looking to get?
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