Customer Journey Maps User Experience (UX) topic overview/definition
Literature on Customer Journey Maps
Customer Journey Maps - Walking a Mile in Your Customer’s Shoes
Perhaps the biggest buzzword in customer relationship management is “engagement”. Engagement is a funny thing, in that it is not measured in likes, clicks, or even purchases. It’s a measure of how much a customer feels that they are in a relationship with a product, business or brand. It focuses on harmony and how your business, product or brand...
- 286 shares
- 1 month ago
Service Blueprints - Communicating the Design of Services
Service blueprints were first described by Lynn Shostack, a banking executive, back in 1982 in the Harvard Business Review. They’ve become popularized over the last few years as service design has grown as a profession. In addition to being useful in service design they are often used by operational management to gauge the efficiency of work wit...
- 339 shares
- 1 month ago
Customer Touchpoints - The Point of Interaction Between Brands, Businesses, Products and Customers
There are as many different definitions for the word “touchpoint” in customer experience design and marketing as there are flavors on the average restaurant menu. Why? Because these disciplines have been evolving rapidly over the last decades and terminology has become fluid rather than static. To make matters more complicated – the term “touchp...
- 399 shares
- 2 weeks ago