How to map Customer Journey – The key questions

When a customer initiates conscious consideration and buying, he’s often  the one who’s active. He’s making searches online, reading ads, discussing about his interest with friends and family, reading product reviews, asking questions from professionals and stores, visiting several websites and outlets, asking opinions and advice. Majority of this behaviour can be analyzed online orContinue reading “How to map Customer Journey – The key questions”

Choosing and Buying – Cross-channel influence

We first started the development of cross-channel customer behavior analytics methodology – One Experience in 2004. The original insight about channel development was about clear conflict between companies channel development practice and customers actual behaviour. Companies used to develop each channel individually. Very often each channel has still own channel responsible management that is developingContinue reading “Choosing and Buying – Cross-channel influence”