Brands prioritise new customer journeys during COVID-19

During COVID-19, brands need a deep understanding of how their customer journey is being impacted in order to embrace new behaviours.

Customer journeys in an omnichannel world

This article is part of a series of articles from the WARC Guide to customer journeys in an omnichannel world. Read more

Why it matters

COVID-19 is promoting new behaviours which are impacting customer journeys. Brands need to act fast to adapt to these new journeys.

Takeaways

  • Data can help marketers baseline what's normal behaviour at different stages during the pandemic. Look for anomalies or changes in behaviour.
  • Journey mapping can help ensure that brands have a holistic view of crisis journeys, and they can avoid tone deaf experiences.
  • Journey mapping and real-time...

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands