A lot of ink has been spilled about the idea of creating a great customer journey. But according to Judd Marcello, EVP of Global Marketing at Cheetah Digital, creating a customer journey is impossible in today's digital world. You simply can't dictate how a customer will come to your brand and go through the buying process.

On this episode of Marketing Trends, Judd explains why marketers should instead focus on observing consumer behavior and responding to it. He also talks about coming up with unique, effective customer loyalty programs, his best advice for a first time head of marketing, and much more.

Links:

Full Notes, Quotes, & Links: bit.ly/2n0ZXtv

Judds’s LinkedIn: linkedin.com/in/juddmarcello/

Judd’s Twitter: twitter.com/juddmarcello

Cheetah Digital: cheetahdigital.com

3 Key Takeaways:

- Customer journeys can't be dictated to the consumer. Instead, marketers should think about observing customers' behaviors and facilitating a great experience from there.

- In order to be successful, customer loyalty programs need to offer unique value. It isn't enough to offer a points program that looks like every other customer loyalty program out there.

- Every action you take reflects your brand. Everybody in the company is responsible for loyalty, and it will be reflected in everybody's actions.

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