287: The Multi-Device Customer Journey - a podcast by Adam and Jeannie

Jeannie and Adam discuss today’s multi-device customer journey and share tips and ideas for optimizing your omnichannel experience.
What’s your multi-device customer journey really like? Offering a multi-channel customer experience is nothing new. In fact, it’s now expected. So we test our websites on iPhones, Android tablets, and different operating systems. We develop what we think is the best experience for PC users, for Mac users, etc. Then, when we determine the experiences are optimal for each of those channels or devices, we cut the ribbon and call it a win.However, today’s tech-savvy customers continue to drop out of the journey. Freemium customers never upgrade. Paid customers don’t renew. Customers who once reported being satisfied jump ship. So what is going on here?
“It’s not really about ONE mobile journey.” -Jeannie WaltersToo often, journey mapping becomes an exercise in channels, not the entire experience. Today’s tech-savvy customers use multiple channels to get things done. So what happens when a customer starts a project on a Mac and returns to tie up a loose end via the Android app? While those two channels are optimized on their own, hidden gaps often lie between them that cause unexpected challenges or derail the journey entirely.
“By the time you figure out yesterday’s problem it is YESTERDAYS problem.” -Adam ToporekToday, we take a closer look at how customers move from one device to another, and what happens to the experience when they get there. Are your amazing device-specific experiences still amazing to customers who depend on more than one to get things done? Listen in for ways to find out and hear some of the best ways to close these gaps.
Related Content 360Connext® post, Mobile Innovation Is Not About Your Phone!Customers That Stick® post, Interview: GetApp’s Top 25 Customer Service Apps
Episode 277: 5 Digital Experience OffensesEpisode 264: (Tip) Mobile Potential
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