WARC Webinar Path to purchase Insight Keynote presentation

Here’s my WARC webinar presentation from 30th July 2014. Enjoy 🙂 Also check out: Managing brand – the most profound KPI’s and measures Customer Journey FLOW How to map and study Customer Journey Customer Journey stage 1: Brand as a platform Customer Journey stage 2: Initiation Customer Journey stag 3: Choosing and buying – cross-channelContinue reading “WARC Webinar Path to purchase Insight Keynote presentation”

Beyond HBR’s “truth about customer experience”

Harward Business Review just published a great article about Customer Experience and Journey. See here. The main point of the article is, that managing single touchpoint engagements doesn’t provide sufficient customer experience. My advice is: Don’t design just touchpoints – Design chain of events, proactive and reactive. Development and measurement is often done engagement byContinue reading “Beyond HBR’s “truth about customer experience””