customer journey

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October 26, 2013

CX Journey Lessons from Christopher Columbus

What can we learn about the CX Journey from Christopher Columbus' journeys?

Yesterday was Columbus Day in the U.S., a holiday that honors Italian sailor and navigator Christopher Columbus and commemorates his discovery of the New World (Western Hemisphere). The journey to the New World wasn't his first journey, but it was the one that opened up lasting contact for Europeans with the Americas.

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Annette Franz Gleneicki, customer journey, organisational behaviour
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August 17, 2013

Marketing’s New Key Competence: Driving the Consumer’s Decision Journey…

Over the past years a lot has been written on the importance of understanding and aligning with the Consumer Decision Journey and more specifically how it has changed with the rise of the Internet of Things. I like to refer to this combination of phenomena as the ‘ConsumerNet of Things’ for it stretches beyond the Internet into (real life) social networks and e.g. plain old brick & mortar stores as well. It’s the ‘web’ of resources (information, knowledge, connections, relationships, platforms, devices etc etc) available to Consumers (in a specific context) when searching for (and using) products and services to help them get their jobs done.
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Wim Rampen, customer journey, customer experience
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February 28, 2013

Taking Care of Business

I often write about customer experiences gone wrong - because it's so easy and happens so often - but when things go right, I like to share the stories and give kudos, as well (like I did in a recent post about a furniture shopping experience).

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touchpoint, partner experience, good, customer service, customer journey, communication, Anette Franz
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September 4, 2012

When Does the Customer Experience Begin?

In your CX journey, have you given much thought to the customer lifecycle? When does it actually begin? Do you think the relationship between customer and company begins when a customer makes a purchase?

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Annette Franz Gleneicki, customer experiences, customer journey
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August 15, 2012

Planning for a Successful Customer Experience Journey

This post was originally published as a guest post on Jim Tincher's Heart of the Customer blog. I have updated it for this repost. As we close out the summer of 2012 travel season, I thought this was a fitting time to share this whimsical post on planning your Customer Experience Journey.

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Annette Franz Gleneicki, customer experiences, customer journey, planning, customer centricity, Voice of Customer, brand contact touchpoints
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July 13, 2012

Customer Insight & Analytics Exchange: Highlights From The First Day

Today I wish to share with you the key points that I took away from my participation in Day One of the Customer Insight & Analytics Exchange conference taking place in London.

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Maz Iqbal, conferences, insights, customer experiences, customer journey, consumer insights
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July 13, 2012

Customer Insight & Analytics Exchange: Highlights From The First Day

Today I wish to share with you the key points that I took away from my participation in Day One of the Customer Insight & Analytics Exchange conference taking place in London.

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Maz Iqbal, conferences, insights, customer experiences, customer journey, consumer insights
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April 2, 2012

What Really Replaces Marketing (Madness)...

If there ever was a reason for me to write about the future of marketing, it was in 2009. The theme though is as alive today as it was then. Some argue little has changed, others state the new era has already arrived. And there is Nilofer Merchant (@Nilofer) who suggests Marketing is Dead and then comes up with 5 ways to replace it. All in itself these five ways are things I can relate to, but they don’t make it as replacements for Marketing, in my humble opinion.

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Wim Rampen, marketing, value creation, customer journey
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April 20, 2011

4 Key Customer Touchpoints Where Social Media Adds Value

Guest Post by: Jo Stratmann

In order to use social media to influence purchasing habits you need to embed it at key customer touchpoints.

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Jo Stratmann, brand contact touchpoints, social media, value creation, customer journey, buying behaviour
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