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The document discusses optimizing experiences for the majority (98%) of customers rather than focusing on the minority (2%). It notes that search leads to discovery experiences, which can influence sales and loyalty. While all experiences may not be measurable, companies should still optimize experiences to improve customer satisfaction and engagement. The document advocates focusing optimization efforts on common customer touchpoints and behaviors like in-store visits, phone calls, online conversions, sharing experiences with others, and mobile experiences.

Business Immobilien

2% Set title of presentation in footer area on master slide 2

98% Set title of presentation in footer area on master slide 3

Discovery Experiences = Sales and Loyalty 6

Visited Store Set title of presentation in footer area on master slide 12

Called 800 Number Set title of presentation in footer area on master slide 13

No Conversion – Good or Bad Experience Set title of presentation in footer area on master slide 14

“Shared” Set title of presentation in footer area on master slide 15

Mobile Set title of presentation in footer area on master slide 16

Don’t let your inability to measure everything stop you from optimizing the experiences 17

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