They help us get from Point A to Point B in the most efficient way manageable. They make it easy to plan a course of action. They allow us to see the terrain on which we have to work with. They give us perspective when we get lost.
So, why don’t we map our conversations with our customers?
By mapping out all touchpoints, all messages, and all interactions, we can begin to identify where our customers will be, what mind set they'll be in, what content they may need, and what channels they will be using to communicate. With that information, we can devise a strategy to best engage each and every customer the best way possible, whether online, offline, or converged.