In today’s digital landscape, knowing your customer is no longer a “nice-to-have” — it’s a necessity. Gone are the days when customers moved predictably through the purchase funnel, one step at a time. Instead, they jump between channels, engage with multiple touchpoints, and often make decisions in non-linear ways. For businesses, this means understanding your customer at every stage and channel is more important than ever. Here’s why.
The Journey is No Longer Linear
Traditionally, marketers relied on a straightforward funnel: awareness, consideration, decision, and purchase. But today’s customer journey is anything but linear. One moment, they’re exploring your brand on social media; the next, they’re comparing reviews on a third-party site, and then they might head to your app before finally making a purchase. This non-linear journey means you can’t afford to treat each touchpoint as an isolated interaction. Instead, you need a holistic view that follows your customer wherever they go.
Key Takeaway: Your customers will engage with your brand across multiple touchpoints before making a decision. Pushly’s abandon cart and abandon browse capabilities are tools that can be deployed to keep tabs on a customer - and surface the right moment(s) to reach out to them.
Channel Hopping is the New Normal
Today’s customers are channel-agnostic. They switch effortlessly from desktop to mobile, from email to in-app notifications, and from social media to brick-and-mortar stores. The challenge here is to create a seamless and consistent experience across all these touchpoints. If your brand’s messaging, tone, or experience changes as they move from one channel to another, you risk losing their trust and attention.
Key Takeaway: You know how hard it is to view a customer across different channels - is that customer on web the same as in app, the same as on mobile? The Pushly platform is able to manage identification of your customer across these channels. Recognizing the multitude of appearances of your customer can help you ensure that your messaging feels like one continuous conversation, no matter where they interact with your brand.
Personalization is More Than Just a Buzzword
Knowing your customer means understanding not just where they are but who they are. In a non-linear journey, personalization becomes even more critical. When customers switch between channels, they expect you to remember their preferences, past interactions, and even their pain points. A personalized experience can mean the difference between a completed purchase and an abandoned cart.
Example: If a customer has shown interest in a product via your app but hasn’t completed the purchase, a triggered nudge by Pushly may be just what they need to complete the transaction. A message targeted directly to them is not only possible but easy to deploy with the Pushly platform. Further, Pushly can trigger on over 20 out-of-the box segments to ensure that your customer is seeing messages relevant to them and their interests.
Real-Time Engagement is Key
Customers can change channels at any moment. This makes real-time engagement a game-changer. It’s no longer enough to react, you need to anticipate. By leveraging data and insights, you can engage with customers in real time, delivering messages that are relevant and timely.
Key Takeaway: Real-Time is where we excel. Automated messages can be pushed based on pre-programmed triggers to reach your customer as they move along the journey. But the control is always in your hands. Full capabilities to deploy real-time triggers sit with you and can be deployed in reaction to specific customer behaviors, business or market decisions. And the messages reach the customer in real-time.
The Power of Data and Analytics
To truly know your customer in this non-linear, multi-channel world, you need data — and lots of it. But more importantly, you need to know how to use it. Analytics can help you map out the customer journey, identify pain points, and understand how different channels influence their behavior. With these insights, you can craft more effective strategies, personalize your messaging, and ensure that you’re always one step ahead.
Insight: The Pushly analytics tools can help you connect the dots, revealing patterns and preferences that might otherwise go unnoticed. This enables you to tailor your approach, offering a more cohesive and effective experience.
Why It All Matters
Knowing your customer is about more than just making a sale, it’s about building relationships.These relationships are what set successful brands apart. When you understand your customer’s journey, preferences, and pain points, you can create a brand experience that feels personal, seamless, and genuinely valuable.
The Bottom Line: The brands that will thrive in this complex landscape are the ones that invest in truly knowing their customers. It’s about meeting them where they are, understanding where they’ve been, and anticipating where they’ll go next.
Ready to Know Your Customer Better?
As customers move seamlessly across channels and make non-linear decisions, staying ahead means having a complete, real-time understanding of their journey. By leveraging data, personalizing engagement, and being present on every channel, you can create an experience that keeps them coming back.
Are you ready to connect the dots and know your customer better than ever before? We’re here for you! That’s what we do.
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