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””

Customer decision making journey and market FLOW

McKinsey just published an article about customer decision making journey. It’s an approach based on a single research and 20000 respondents. I find it great that Customer Journey work and methodologies get real attention and McKinsey’s article proved that customer journey understanding, analytics and design are maturing and becoming real business management tools. We haveContinue reading “Customer decision making journey and market FLOW”