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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...
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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...
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The beginning of customer journey – Initiation
The customer comes to a crossing and stops because the brand successfully engages with him or something changes in the customer’s situation. In most customer journeys there is a defining moment when a...
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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...
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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...
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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...
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Admap Best Practice: Mapping the Customer Journey
This is the original non-edited version of the article I wrote for Admap January 2014 issue: Best Practice in How to Map Customer Journey by Toni Keskinen Customer Purchase Journey by definition is the...
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Future CMO Commercial Community Introduction
The goal for Future CMO Commercial Community is to create a network of highly capable individuals who can act as supertemps or highly advanced specialists who can act as catalysts for customer centric,...
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WARC Webinar Path to purchase Insight Keynote presentation
Here’s my WARC webinar presentation from 30th July 2014. Enjoy :) Also check out: Managing brand – the most profound KPI’s and measures Customer Journey FLOW How to map and study Customer Journey...
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Branding = Change Management and Operational Excellence
Over the past couple of years I have been involved in the development processes of SME’s and some major companies with hundreds of millions or billions in turnover. These processes are about change:...
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