WARC Webinar Path to purchase Insight Keynote presentation

Here’s my WARC webinar presentation from 30th July 2014. Enjoy đŸ™‚ 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”

Definition for Customer Experience

Customer Experience is so obvious and yet so complex subject that has multitude of perceptions and views to consider. I try to put it very objectively. What do you think about this definition about: “Customers approach their experience subjectively and holistically and they form their view of customer experience based on one or multiple engagementsContinue reading “Definition for Customer Experience”

How to map and study Customer Journey?

http://www.servicedesigntools.org/tools/8 Generating and visualising the map is one thing, capturing data and understanding to generate it is another thing. I’ve done Customer Journey mapping and analysis since 2004 and learned a lot about the differences in methodology and their value. I’d like to share some of my experiences here. The first thing to start withContinue reading “How to map and study Customer Journey?”