Developing personalised contact strategies

Level: Marketing leadership

How you interact with your customers plays a huge role in how your brand is perceived. This is where your contact strategy comes in.

In this lesson, you will learn how to develop an effective contact strategy which sits at the heart of your broader customer care programme. Using practical exercises and industry case studies, you'll explore how to use personalisation to enhance your contact strategy at each stage of the customer journey.

Lesson objectives:

• The importance of mapping customer journeys
• How to set customer-centric objectives and KPIs
• How to develop personalised contact strategies

Estimated completion time: 4 hours

Course of origin: Postgraduate Diploma in Intelligent Marketing