Why Conversion-First Thinking Is Hurting Your Brand’s Future with The Good’s Jon MacDonald
The Frictionless Experience
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Navigating the Customer Journey
In this chapter, the importance of understanding the customer journey, particularly the discovery phase, is explored. The discussion emphasizes how brands can better guide users to enhance their experiences, improve satisfaction, and foster loyalty. With examples and insights into user onboarding and the impact of site speed, the chapter advocates for a holistic approach to customer interactions, prioritizing meaningful improvements over mere optimization.
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